Systems and methods for seamless communications recovery and backup using networked communication devices

ABSTRACT

A recovery network may provide communication recovery and backup services to an organization. The organization may comprise an internal network, such as Internet Protocol (IP) network. An alternative communication path communicatively couples communication devices of the organization to a public communication network. A recovery application operates on devices of the organization. The recovery network receives periodic availability indicators from devices within the organization. The recovery network identifies a communication endpoint of the intended recipient of a communication request using the availability indicators.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.13/302,842 entitled “Systems and Methods for Seamless CommunicationsRecovery and Backup Using Networked Communication Devices,” filed Nov.22, 2011, for Chris Stewart Poulson et al., which claims priority toU.S. patent application Ser. No. 12/715,364 entitled “Systems andMethods for Seamless Communications Recovery and Backup,” filed Mar. 1,2010, for Chris Stewart Poulson et al., which claims priority to U.S.Provisional Application No. 61/156,349 entitled “Systems and Methods forSeamless Communications Recovery and Backup,” filed Feb. 27, 2009, eachof which is hereby incorporated by reference in its entirety.

TECHNICAL FIELD

This disclosure relates to communication systems and, in particular, tosystems and methods for providing communications services usingIP-enabled devices.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a block diagram of one embodiment of a system for providingseamless communications recovery and backup services;

FIG. 2 is a block diagram of one embodiment of a recovery network;

FIG. 3A shows one example of a set of recovery rules;

FIG. 3B shows another example of a set of recovery rules;

FIG. 4 is a flow diagram of a method for providing recovery and backupservices;

FIG. 5 is a flow diagram of another method for providing recovery andbackup services;

FIG. 6 is a flow diagram of another method for providing recovery andbackup services;

FIG. 7A is a block diagram of one embodiment of a system for providingcommunications recovery services for a municipality;

FIG. 7B is a block diagram of one embodiment of a system comprising alocal carrier communicatively coupled to a recovery network via analternative communication path;

FIG. 8 is a block diagram of one embodiment of a system comprising apublic safety answering point communicatively coupled to a recoverynetwork via an alternative communication path;

FIG. 9A is a block diagram of another embodiment of a system forproviding seamless backup and recovery services;

FIG. 9B is a block diagram of another embodiment of a system forproviding seamless backup and recovery services;

FIG. 10A depicts exemplary availability indicators;

FIG. 10B depicts exemplary availability indicators;

FIG. 10C depicts one embodiment of an availability datastructure;

FIG. 11 depicts exemplary recovery rules;

FIG. 12 is a flow diagram of one embodiment of a method for maintainingavailability information;

FIG. 13A depicts one embodiment of a system for providing seamlessbackup and recovery services, including backup telephones directlycoupled to a public communication network;

FIG. 13B is a block diagram of another embodiment of a system forproviding seamless backup and recovery services, including backuptelephones coupled to a gateway;

FIG. 14 depicts an exemplary distribution datastructure;

FIG. 15 depicts one embodiment of a system for providing seamless backupand recovery services for multiple locations of an organization; and

FIG. 16 is a flow diagram of one embodiment of a method for broadcastinga mass notification message.

DETAILED DESCRIPTION OF PREFERRED EMBODIMENTS

Communication systems are critical for many organizations. However, itmay be difficult to regain control of incoming and outgoingcommunications during outages or emergency conditions, such as equipmentfailure, cabling failure, power system anomalies, disaster conditions(e.g., fire, earthquake, etc.), and the like.

FIG. 1 depicts a system 100 for providing communications recovery andbackup services to an organization 110. The organization 110 includes acommunication system 112, which communicatively couples the organization110 to a public communication network (PCN) 120. The PCN 120 mayencompass any communications network known in the art, including but notlimited to: a public switched telephone network (PSTN), a cellularcommunications network, an Internet Protocol (IP) Network implementingvoice-over-IP (VoIP), a radio network (e.g., emergency services radionetwork), or the like.

The communication system 112 of the organization 110 includes a privatebranch exchange (PBX) 113 to couple the communications devices 114 ofthe organization 110 to the PCN 120 via a communications line 122. Inaddition, various computing devices 115 may be coupled to a network viathe PBX 113 and/or PCN 120. Although organization 110 is shown asconnected to the PCN 120 via a PBX 113, any connection method and/orconnection device could be used under the teachings of this disclosure,such as an internet router, integrated access device, and so on.

The communications line 122 may include a fiber-optic line (e.g., a T1line) and/or any other data communications medium known in the art(e.g., copper cabling, wireless transmission, or the like). Theorganization 110 may include a number of different communicationendpoints (e.g., communications devices 114), which may include, but arenot limited to: telephones, fax machines, computing devices (e.g.,personal computers), automated calling systems, voicemail systems, voiceconferencing systems, group-messaging systems, radio systems, and thelike. As used herein, a communication device or “endpoint,” refers toany device capable of communication with another device.

The connection 122 between the organization 110 and the PCN 120 mayallow the organization 110 to communicate with other entities 130. Theentities 130 may communicate with the organization 110 using variouscommunications devices and according to various communications protocolsincluding, but not limited to: fax 131, cellular telephone 132, landlinetelephone 133, satellite phone 134, computing device 135 (e.g., over theInternet), and the like.

Communications between the entities 130 and the organization 110 can bedisrupted by a fault condition occurring within the PCN 120 and/orbetween the PCN 120 and the organization 110 (e.g., on the communicationline 122), and/or within the organization 110 itself (e.g., the PBX113). As used herein, a fault condition may refer to any conditionwherein services provided to the organization 110 by the PCN 120 aredisrupted or degraded.

For example, portions of the PCN 120 may experience equipment failure,power loss, or the like. These faults may disrupt the connection betweenthe PCN 120 and the organization 110 (e.g., PBX 113). Alternatively, orin addition, a fault not directly related to the PCN's 120 connection tothe organization 110 may cause loss of services for the organization110. For example, due to faults in other portions of the PCN 120, thePCN 120 may allocate resources normally used to service the organization110 to servicing other customers (not shown), which may degrade theservices available to the organization 110. Similarly, faults may occuron the communications line 122 connecting the organization 110 to thePCN 120, such as a line cut, or other physical damage.

A fault condition may additionally encompass any condition within theorganization 110 that would preclude normal operation of thecommunication system 112 (e.g., a robbery within a banking organization110, a fire, chemical spill, hardware and/or software failure of thePBX, power failure, or the like). Therefore, although selected faulttypes and fault scenarios are discussed herein, one skilled in the artwould recognize that there are virtually unlimited different ways inwhich the services between the PCN 120 and the organization 110 could bedisrupted. Each of these possible fault types and/or scenarios fallswithin the scope of this disclosure. Therefore, this disclosure shouldnot be read as limited to any particular fault type or fault scenario.

A recovery network 140 may provide communication recovery services tothe organization 110. The recovery services may be activated during afault condition or other disruption of service between the organization110 and the PCN 120. As used herein, recovery services may include afull replacement of the communications services provided by the PCN 120,replacement of a different or alternative set of communicationsservices, and/or supplemental replacement of the services provided bythe PCN 120 (e.g., the recovery network 140 may provide communicationsservices in parallel with the PCN 120). The nature of the recoveryservices provided to the organization 110 may be defined byconfiguration information maintained by the organization 110. As will bediscussed below, the configuration information may include one or morerecovery rules to specify how particular communications are to beprocessed by the recovery network 140.

The recovery network 140 may provide an alternative communication pathby which communication between the entities 130 and the organization 110may be maintained during a disruption of service in the PCN 120 orelsewhere. For example, in some embodiments, the recovery network 140may configure the PCN 120 to divert incoming communication requestsdirected to the organization 110 (e.g., incoming calls, faxes, emailmessages, etc.) to the recovery network 140. The recovery network 140may service the communication requests using an alternativecommunication path, such as a satellite network 150, as shown in FIG. 1.

As will be discussed below, when active, the recovery network 140 mayselectively service communication requests directed to the organization110 using one or more alternative communications paths, by routing therequests to alternative addresses (e.g., phone numbers) within the PCN120, by providing equivalent services (e.g., providing a phone tree,directory, etc.), and/or by backing up the communication requests. Thedetermination of which requests should be handled in which manner (asopposed to handling the requests using other recovery mechanisms) may bespecified in configuration information maintained within the recoverynetwork 140. For instance, the configuration information for theorganization 110 may include a “recovery rule” to specify that requestsdirected to a particular number within the organization (e.g., premiercustomer hotline) be routed directly to the organization 110 via thesatellite network 150. Other recovery rules may specify how the recoverynetwork 140 is to process other communication requests. For instance, arecovery rule may specify that calls to a general customer informationtelephone number be routed to an automated phone tree, or to anotherdestination in the PCN 120, such as a cellular telephone or landline(e.g., to save bandwidth on the satellite network 150 for more importantcommunications).

As shown in FIG. 1, the alternative communication path, satellitenetwork 150, may provide a communication link between the recoverynetwork 140 and organization 110 that is independent of the PCN 120.Therefore, the recovery network 140 may be capable of providingcommunications services for the organization 110 regardless of (e.g.,independently of) the organization's 110 connectivity to the PCN 120.

Although the alternative communication path 150 is shown in FIG. 1 as asatellite network 150, any alternative communication path known in theart could be used. Examples of alternative communication paths include,but are not limited to: one or more wireless networks (e.g., a wirelesspoint-to-point network), one or more radio frequency (RF) network, adedicated, wired network, an IP network, a cellular network, acombination of networks, or the like. Therefore, this disclosure shouldnot be read as limited to any particular type of alternativecommunication path.

The organization 110 may be communicatively coupled to the satellitenetwork 150 using appropriate communications equipment. In the FIG. 1example, the organization 110 is coupled to the satellite network 150via a satellite interface 116. The satellite interface 116 and/orsatellite network 150 may be capable of supporting the equivalent of oneof more T1 connections (e.g., such as the connection 122 to the PCN120), which can be used for both voice and data communications. Thecommunications bandwidth available through the satellite network 150and/or interface 116 may be further expanded by compressing the datatransmitted thereon (discussed below).

The satellite interface 116 includes appropriate power and otherequipment (e.g., satellite dish) for reception and transmission of dataover the satellite network 150. In some embodiments, the satelliteinterface 116 may further include a backup power source (not shown) topower the satellite interface 116 and/or the other communicationscomponents of the organization 110 (e.g., components 113, 114, and 118)in the event of a power outage or other power supply anomalies, such aspower spikes, brown-outs, or the like.

The satellite interface 116 may include a gateway 118 to integrate thecommunication system 112 with the satellite network 150. As will bediscussed in additional detail below, the gateway 118 may be configuredto process incoming and outgoing communications on the satellite network150. The inbound data processing may include, but is not limited todecompressing, decrypting, authenticating, formatting, andde-multiplexing data received on the satellite network 150. The outbounddata processing may include, but is not limited to compressing,encrypting, authenticating, formatting, and multiplexing data fortransmission on the satellite network 150.

The gateway 118 receives data over the satellite network 150 (e.g., viathe satellite interface 116). The data may be encrypted (e.g.,scrambled) using a particular encryption algorithm. The gateway 118 maybe configured to decrypt the data using a shared key, a negotiated key,a secret key, or other data security mechanism (e.g., Public KeyInfrastructure (PKI) or the like).

The data transmitted on the satellite network 150 may be compressedusing a particular compression algorithm or technique (e.g., the datamay be compressed at a 16:1 compression ratio). The gateway 118 maydecompress the incoming data to allow the data to be used by thecommunication system 112 (e.g., used by the PBX 113 and/or computingdevices 115).

The gateway 118 may be further configured to de-multiplex the incomingdata to determine the routing of the data within the communicationsystem 112. The data transmitted over the satellite network 150 mayinclude a plurality of multiplexed data streams (e.g., voice callstreams, fax streams, IP data streams, and so on). The gateway 118 maybe configured to identify and de-multiplex the various data streamswithin the incoming data (e.g., identify and de-multiplex voice data,fax data, IP network data, and so on). The gateway 118 may then process(e.g., format) and/or route the de-multiplexed data to the appropriatereceiver within the communication system 112 (e.g., route voice/fax datato the PBX 113, route IP network data to the computing devices 115, andso on).

The gateway 118 may be further configured to format data received viathe satellite network 150. For instance, voice/fax data may be convertedfrom a format used to transmit the data on the satellite network 150into a format that can be processed by the PBX 113. For example, the PBX113 may be configured to receive voice communications data in PrimaryRate Interface/Integrated Services Digital Network (PRI/ISDN) format.However, voice communication data may be transmitted from the recoverynetwork 140 in a different format (e.g., the recovery network 140 maypacketize the data for transmission over the satellite network 150, anIP network, or other network). The gateway 118 may convert the voice/faxdata from the transmission format (e.g., IP packets) into the formatused by the PBX 113 (e.g., PRI/ISDN format). The nature of theconversion at the gateway 118 may be adapted according to theconfiguration and capabilities of the communication system 112 (e.g.,PBX 113). For example, in some embodiments, the PBX 113 may beconfigured to consume data in the Basic Rate Interface (BRI/ISDN) formator other format. The gateway 118 may be configured to convert dataaccordingly (e.g., into the format used by the PBX 113). Therefore, thisdisclosure should not be read as limited to any particular data formatsand/or to any particular conversions therebetween.

The gateway 118 may be simultaneously coupled to an IP network of theorganization 110 (e.g., comprising one or more computing devices 115) toprovide IP networking services thereto. As such, the gateway 118 may beconfigured to de-multiplex and/or format inbound IP data received viathe satellite network 150 from a format used on the satellite network150 into a format that is usable by the computing devices 115 (e.g.,formatted into IP packets, etc.). The IP network data processing mayinclude de-multiplexing, decompressing, decrypting, and/orauthenticating the data, as described above.

The gateway 118 may process outbound voice and data for transmission onthe satellite network 150. As discussed above, the outbound dataprocessing may include formatting, multiplexing, compressing,encrypting, and/or authenticating (e.g., digitally signing) the data fortransmission on the satellite network 150. The gateway 118 may multiplexvarious types of data generated within the communication system 112 intoone or more data streams (e.g., voice data, fax data, IP data, and soon). The gateway 118 may compress the outbound data according to acompression algorithm/technique for transmission over the satellitenetwork 150 (e.g., compressed at 16:1 ratio). In addition, the gateway118 may format the data into format used by and/or compatible with thesatellite network 150 (e.g., packetize the data). The formatting mayfurther include encrypting and/or authenticating (e.g., digitallysigning) the data as described above. The nature of the multiplexing,compression, encryption, and/or authentication may be adapted accordingto the configuration and/or capabilities of the satellite network 150and/or the satellite interface 116.

In this way, the gateway 118 may couple the communication system 112 tothe satellite network 150 to allow communications data to be receivedand/or transmitted thereby. Accordingly, a switch-over fromcommunications services provided by the PCN 120 to communicationsservices provided via the satellite network 150 may be seamless (e.g.,may not cause disruption within the organization 110 and/or may allowfor continued use of the organization's 110 communication system 112,including the organization's 110 existing communication system 112and/or computing devices 115).

In other embodiments, the gateway 118 may not be required. For example,the PBX 113 may be a VoIP PBX capable of processing data in the formatused on the satellite network 150. In this case, the PBX 113 may becommunicatively coupled directly to the satellite interface 116. Inother embodiments, the communication system 112 may include ahardware/software VoIP client (not shown). The hardware/software VoIPclient may be capable of processing data in the format used on thesatellite network 150 and may, therefore, be coupled directly to thesatellite interface 116.

The satellite interface 116 and/or gateway 118 may be interchangeable.For example, the organization may have several interfaces 116 and/orgateways 118 deployed at different locations (e.g., in differentbuildings, regions, and the like). Therefore, if one or more of theinterfaces 116/gateways 118 is damaged, the recovery network 140 may beconfigured to use another interface 116/gateway 118. Similarly, thesatellite interface 116 and gateway 118 devices may be mobile. This mayallow the organization to move from one location to another with minimaldisruption to its communications services or to provide service toadditional locations. In some embodiments, the gateway 118 and/orsatellite interface 116 may be mounted on or inside a vehicle (e.g.,truck or trailer) and parked outside another location to deliver servicewhere needed. Additionally, the gateway 118 device may be capable ofdynamically restoring communication with the recovery network 140 usinganother network connection (e.g., in the event the satellite network 150becomes unavailable, goes down, is overloaded, etc.). The gateway 118may be decoupled from the satellite interface 116 and plugged intoanother high-speed network connection (e.g., a high-speed Internetconnection, wireless IP, cellular, etc.) at any location worldwide. Thegateway 118 may provide the same compression/decompression,encryption/decryption, format conversions and other processes at the newlocation using the new network connection. For example, the gateway 118device may be decoupled from the satellite interface 116 and connecteddirectly into the organization's 110 still-functional high-speedInternet connection. The recovery network 140 may immediatelycommunicate with and identify the gateway 118 at the new location (e.g.,IP address), and resume incoming and outgoing communications with theorganization 110 utilizing the new pathway. In some embodiments, thegateway 118 device may utilize the high-speed internet connection bydefault, and may only switch over to the satellite interface 116 whennecessary (e.g., upon detecting a failure and/or degradation of servicein the Internet connection).

In some embodiments, the recovery network 140 may be configured toreroute some or all communication requests intended for the organization110 to one or more other addresses within the PCN 120 (as opposed torouting the communication request to the organization 110 via thealternative communication path 150). The recovery network 140 mayinclude configuration information for the organization 110 (discussedbelow) whereby the organization 110 may designate processing to beperformed on particular communication requests. For example, therecovery rules, discussed above, may specify different processing fordifferent types of communication requests (e.g., call requests directedto one or more telephone numbers, one or more fax numbers, to particularIP addresses, to particular email addresses, and the like). One or moreof these recovery rules may specify that requests made to a particularaddress within the organization 110 be rerouted to an alternativeaddress within the PCN 120. For example, during a failure condition ofthe PCN 120, the recovery network 140 may route calls made to a linededicated to providing customer information to a recording and/or phonetree, which may provide responses to frequently asked questions. In thisway, the organization 110 may free up bandwidth on the alternativecommunication path (satellite network 150) for communication requestsdeemed to be more important.

Alternatively, calls deemed to be particularly important may be routedto a direct response line 119, such as a cellular telephone or satellitephone. For instance, the organization 110 may be cut-off from normalinteraction with the PCN 120 due an interruption of service (e.g.,equipment failure, cable cut, power anomaly, fire, robbery, etc.).During the emergency condition, the recovery network 140 may beconfigured to route certain communication requests to the rapid responseline 119 to allow the organization 110 to continue servicing customersand/or provide information to concerned parties (e.g., family members ofthe employees of the organization 110).

The recovery network 140 may provide additional interfaces by whichexternal entities 130 (e.g., callers) may communicate with theorganization 110. For example, the communication system 120 of theorganization 110 may include a phone tree, dial-by-name directory,dial-by-extension directory, automated attendants, music while on hold,and the like. When the organization 110 is cut off from the PCN 120,however, these services may become unavailable. The recovery network 140may be configured to provide these services such that, when the recoverynetwork 140 is active, entities 130 may communicate with theorganization 110 through the recovery network 140 much as they wouldwith the organization 110 through the PCN 120, providing an important“business as usual” layer of transparency for callers. For example, therecovery network 140 may include a dual-tone multi-frequency (DTMF)interface, a text-to-speech service, or other services, by which theorganization's services may be made available to the entities 130 (e.g.,the organization's dial-by-directory service, one or more automatedattendants, and other services). The organization 110 may provideconfiguration information (e.g., recovery rules, phone tree information,directory information, and the like), which may configure the recoverynetwork 140 to emulate the operation of the organization's 110communication system 120 (e.g., provide the same dial-by-name directory,extension directory, music on hold, and so on). The organization 110 mayprovide the recovery network 140 with voice recordings and other assetsto allow the recovery network 140 to closely emulate the organization110 (e.g., provide callers with the organization's employee directory,prompts, music, branding, message, and the like).

In another embodiment, the recovery network 140 may re-routecommunications to an alternative communications network (e.g., to anetwork other than those in the PCN 120). Rerouting the communicationsto an alternative network may comprise converting communications datato/from one or more alternative formats. In one example, the recoverynetwork 140 may communicatively couple the organization 110 to anemergency services network 125, which may comprise one or more radiofrequency (RF) networks (e.g., dedicated RF channels, frequencies, andso on), wireless phone lines 138, and the like. The recovery network 140may receive voice communications originating at the organization 110(via an alternative communication path, such as the satellite network150), and may forward the communication on the emergency servicesnetwork 125. The forwarding may comprise forwarding the communication(which may have originally been voice telephone data, VoIP data, or thelike), as an RF transmission. Data originating in the emergency servicesnetwork 125 and directed to the organization 110 may be converted intoan appropriate format and forwarded to the organization 110 via thesatellite network 150. In this way, the organization 110 may communicatewith an alternative communications network (e.g., an emergency servicesnetwork 125) using its existing communications infrastructure 112.

As will be discussed below, the operation of the recovery network 140may be controlled via a configuration interface (not shown). Personnelof the organization 110 may access the configuration interface to updatethe configuration information of the organization 110 in real time(e.g., activate/deactivate the recovery network 140, changecommunication routing settings, change alternative communication pathsettings, change caller-selectable options, record greetings andprompts, etc.).

FIG. 2 is a block diagram of a system 200 for providing recovery networkservices. The recovery network 240 of FIG. 2 may include one or morecomputing devices 241 (server computers). Each computing device 241 mayinclude hardware components (not shown), including, but not limited toone or more processors, Application Specific Integrated Circuits (ASIC),Field Programmable Gate Arrays (FPGA), memory, one or more human machineinterface (HMI) components, computer-readable storage media, one or morecommunications interfaces, and the like.

Although FIG. 2 depicts only a single computing device 241, the recoverynetwork 240 may be implemented using plurality of computing devices in aclustered configuration (not shown). The clustered configuration mayallow the recovery network 240 to provide concurrent recovery servicesfor a plurality of different organizations (not shown). For example, theclustered configuration may allow the recovery network 240 to scale asrequired by the conditions at the organizations. Moreover, the clusteredconfiguration may be spread over various different geographical regionssuch that, if one or more of the geographical regions of the recoverynetwork 240 experiences a failure (e.g., power loss, communicationsfailures, etc.), other portions of the recovery network 240 may continueto provide recovery services. Therefore, the clustered configuration ofthe recovery network 240 may include redundancy, such that the recoverynetwork 240 may continue to provide services regardless of the loss ofportions of the cluster. The cluster may further provide for fail-overand/or load balancing between cluster members.

Various components (discussed below) of the recovery network 240, suchas the data store 243, the alternative path interface 246, the PCNinterface 247, the alternative network interface 248, and/or the backupmodule 249 may comprise redundant components. For example, the PCNinterface 247 may be configured to interface with the PCN 220 using aplurality of different connection media, using various differentcommunication protocols, and so on (e.g., via multiple T1 lines, fiberlines, wireless links, network connections, multiple service providers,and so on). Therefore, if one or more of the interfaces is down, otherinterfaces may be used to maintain communication with the PCN 220. Thealternative path interface 246 may include similar redundant connectionsto each of the one or more alternative communication paths 250(satellite communication path), 251 (wireless/radio communicationspath), and/or 253 (fiber optic communication path).

Although not shown in FIG. 2, the recovery network 250 may includeand/or be communicatively coupled to other types of alternativecommunication paths. For example, the alternative communication paths250-253 may include, but are not limited to: an IP network, such as theInternet; a point-to-point wireless network (such as the radio network251), a virtual private network (VPN), a MultiProtocol Label Switchingnetwork MPLS, a mesh network, a WiMax network (e.g., IEEE 802.16network), or the like. Therefore, this disclosure should not be read aslimited to any particular set of alternative communication paths250-253.

In some embodiments, the functional modules (e.g., modules 242, 244,246, 247, 248, and 249) may be implemented (in whole or in part) asrespective, distinct software modules embodied on a computer-readablestorage medium and operable on one or more of the clustered computingdevices 241 of the recovery network 240. Moreover, one or more of themodules may be tied to particular hardware components of the one or morecomputing devices. For example, the data store 243 may be tied to one ormore data storage medium devices (not shown) capable of storing the datastructures used by the data store 243. Similarly, the alternative pathinterface 246, the PCN interface 247, and/or the alternative networksinterface 248 may be tied to one or more communications interfaces usedto interact with the alternative communication paths 250-253,alternative networks 225, and/or the PCN 220, respectively.

The configuration interface 242 provides an interface whereby anorganization may modify and/or control the operation of the recoverynetwork 240. Each organization (not shown) to which the recovery network240 provides recovery services may have respective configurationinformation associated therewith. The configuration information may becreated and edited via the configuration interface 242. The recoverynetwork 240 may change its operation in real-time according to changesto the configuration information made through the configurationinterface 242.

The configuration information of the one or more organizations is storedin a data store 243. The data store 243 is depicted in FIG. 1 ascomprising configuration information 245 of a particular organization(not shown). The data store 243 may comprise and/or be communicativelycoupled to data storage media, such as, but not limited to: fixed discs,optical media, distributed data storage media, a storage area network(SAN), a redundant array of inexpensive discs (RAID), Flash memory, adatabase, a directory service, a combination of data storage types, orthe like. The data store 243 may be implemented using distributed and/orredundant data storage media to reduce the risk of data loss due tohardware/software faults.

The configuration interface 242 may be accessible via the PCN 220 (e.g.,may be accessible via a network, such as the Internet, a phoneconnection, or the like). The configuration interface 242 may providefor activation/deactivation of the recovery network 240 for a particularorganization. As will be discussed below, when the recovery network 240is activated, communication requests directed to the organization may beprocessed by the recovery network 240. The processing may include, butis not limited to: servicing the communication request using analternative communication path (e.g., a satellite network 250); routingthe communication request to an alternative location (phone number)within the PCN 220; backing up the communication request; servicing thecommunication request (e.g., using a phone tree, directory, or othersystem provided by the recovery network 240); or the like.

A soft switch or functionally similar module 244 is configured toprocess communication requests according to the configurationinformation 245 of a particular organization. The term “soft switch” isused to illustrate that the communications pathways connected and/orprocessing applied by the soft switch 244 may be dynamically setaccording to configuration information of an organization 245 (e.g.,data within the data store 243), which may be updated in real-time.Therefore, the operation of the soft switch module 244 may be modifiedin real-time according to the contents of the data store 243.

The soft switch module 244 is communicatively coupled to the data store243 and to the PCN interface 247. The PCN interface 247 (discussedbelow) is adapted to configure, monitor, and/or interact with the PCN220. Accordingly, and as discussed above, the PCN interface 247 mayinclude one or more communications interfaces to the PCN 220, such asone or more wireless network connections, PSTN connections, T1 lines,and so on.

When activated, the PCN 220 may be configured to divert (e.g., forward)communication requests intended for the organization to the recoverynetwork 240. As discussed above, this may be done using a number ofdifferent mechanisms including, but not limited to:

carrier forwarding by one or more local carriers 222 and/or VoIPproviders 228 (local/toll telephone-based communication) within the PCN;

porting one or more phone numbers of the organization to an alternativeLocal Routing Number (LRN) (e.g., a Central Office (CO)) using astandard number port operation (e.g., via a Local Number Portability(LNP) operation), to configure the PCN 220 (e.g., the local carrier 222,routing database 223, long distance carrier 224, or the like) toforward/divert communication requests to the recovery network 240;rerouting of communication requests to an alternative LRN by utilizing asecondary routing database 223 within the PCN 220 that sends andmonitors communication requests to a number portability service (e.g.,the Number Portability Administration Center (NPAC)) to effect a routingchange in a database within the PCN 220 (e.g., an LNP database or thelike), which then forwards/diverts communication requests to therecovery network 240;redirecting VoIP traffic intended for the organization into the recoverynetwork 240; configuring one or more long distance carriers 224 and/orVoIP providers 228 to divert communication requests to the recoverynetwork 240;using a third-party Responsible Organization (RespOrg) (not shown) toconfigure the national SMS/800 database 226 to direct incoming toll-freecommunication requests to the recovery network 240 (e.g., modify one ormore carrier assignments within the SMS/800 database 226 to directrequests to a carrier that is configured to direct incoming calls/faxesto the recovery network 240);directly configuring the national SMS/800 database to direct toll-freecommunication requests to the recovery network 240 (e.g., directlymodify one or more carrier assignments within the national SMS/800database 226 to direct requests to a carrier that is configured todirect incoming calls/faxes to the recovery network 240);receiving directly dialed communication requests via a local ortoll-free line (e.g., the recovery network 240 may publish one or moreaccess numbers for the organization, which may be accessed via the PCN220);rerouting IP communication by modifying host and/or host tableinformation in an IP routing provider 230;rerouting IP communication at the Domain Name Service (DNS) level byconfiguring one or more DNS provider(s) 232 to direct IP traffic to therecovery network 240; and the like.

In some embodiments, the reconfiguration/diversion operations describedabove may be activated manually or automatically using pre-existingcapabilities within the PCN 220. In the case of manual activation,personnel of the organization and/or of the recovery network 240 mayinteract with the PCN 220 to reconfigure the PCN 220 accordingly. In thecase of automatic activation, monitoring tools within the PCN 220 maydetect a fault condition in the connection between the organization andthe PCN 220, which may automatically trigger the diversion ofcommunication requests to a pre-determined destination (e.g., therecovery network). Alternatively, or in addition, one or more of thereconfiguration operations described above may be performedprogrammatically (e.g., using one or more Application ProgrammingInterfaces (API) available within the PCN 220). For instance, in someembodiments, the soft switch 244 (or other component of the recoverynetwork 240) may be configured to access one or more APIs availablethrough the PCN 220 to perform one or more of the reconfigurationoperations described above. In addition, the recovery network 240 mayinclude an automated caller system configured to autonomously interactwith manual reconfiguration capabilities provided by the PCN 220 (e.g.,an automated calling system of the recovery network 240 (not shown) maycall into various PCN 220 reconfiguration systems to thereby reconfigurethe PCN 220, as described above).

The PCN interface 247 of the recovery network 240 may be furtherconfigured to monitor communications within the PCN 220 to detectcommunication requests intended for the organization and toautomatically, dynamically, or autonomously interact with the manualreconfiguration capabilities provided by the PCN 220 (as describedabove) to divert communication requests to the recovery network 240 forprocessing.

The recovery network 240 may receive forwarded/diverted communicationrequests via multiple paths, including, but not limited to:

by one or more local carrier connections (e.g., from one or more localcarriers 222); by one or more long distance carrier connections (e.g.,from one or more long distance carriers 224);

by one or more IP connections (e.g., from one or more SIP providers228);

via IP traffic redirected using the one or more routing providers 230and/or DNS providers 232; and the like.

Therefore, the PCN interface 247 may include a service request gateway(not shown), such as a SIP gateway, which may receive VoIP communicationrequests redirected/forwarded from the PCN 220. The PCN interface 246may process VoIP requests received via the service request gateway(e.g., SIP gateway) using a media server (not shown) and/or VoIP gatewaydevice (not shown). Alternatively, or in addition, the PCN interface 246may process VoIP communication requests directly using the media serverand VoIP gateway (e.g., bypassing the SIP gateway).

The alternative network interface 248 may communicatively couple therecovery network 240 to one or more alternative networks 225, such asemergency services networks, dispatch service networks, citizennetworks, or the like. The alternative networks 225 may include one ormore RF networks (e.g., Citizen Band (CB) radio, ham radio, emergencydispatch radio, and the like), dedicated wireless networks, dedicatedtelephone networks, or any other communication infrastructure known inthe art. Communication traffic received from an organization (e.g.,organization 110 of FIG. 1) via one or more of the alternativecommunication paths 250, 251, and/or 253 may be forwarded to analternative network 225 using the alternative network interface 248.Accordingly, the alternative network interface 248 may be configured toconvert communication traffic into an appropriate format for one or moreof the alternative networks 225. Similarly, the alternative networkinterface 248 may receive communications directed to the organizationfrom an alternative network 225, convert the communication into anappropriate format, and forward the communication to the organizationusing one or more alternative communication paths 250, 251, and/or 253.The alternative network interface 248 may include one or more RFtransponders, radios, or the like, which may be configured tocommunicate with the alternative networks 225.

As discussed above, the recovery network 240 may process communicationrequests forwarded from and/or detected within the PCN 220 and/oralternative networks 225 in a number of different ways. The processingapplied by the recovery network 240 may be specified in theconfiguration information 245 of the organization. In some embodiments,the configuration information may include a set of “recovery rules,”which may specify how particular communication requests are to beprocessed.

FIG. 3A shows one example of a set of recovery rules 300. As seen inFIG. 3A, a set of communication types 310 may be associated withrespective processing directives 320. For instance, the recovery rules300 may specify that communication requests directed to a particularphone number 311 (801-555-1223) be serviced using an alternativecommunication path (satellite network 321). Another recovery rule 312may specify that a range of numbers 312 be redirected to another rangeof numbers 322 within the PCN (e.g., redirect 801-555-134* to345-555-134*). Similarly, a range of numbers 313 may be serviced usingan alternate communication path 323.

The recovery rules may also define handling of IP data. For example, arecovery rule may specify that IP traffic directed to a particularaddress or range of addresses 314 (168.34.23.*) be serviced on analternative communication path 324. Similarly, email messages directedto address ranges or particular addresses 315 may be redirected to otherlocations within a PCN (e.g., to an alternative email address 325 orserver).

Other recovery rules may specify conversion of a communication requestfrom a first format to a second format. For example, the recovery rule316 specifies that voice communication received on a particular phonenumber (801-555-1225) be sent to an email address 326. The rule 316 maycause the recovery network to convert the voice call into audio and/ortext for delivery to the specified email address 326. Similarly, rulesmay be specified to deliver voicemail, faxes, and other communicationalerts over email or other network communication types (e.g., as SMStext messages, instant message, IP data, or the like).

A recovery rule may further specify that particular communications bebacked-up for processing at a later time. As will be discussed below,the recovery network (such as recovery network 240) may include a backupservice configured to receive and/or record communications data. Therule 317 may specify that communication data (voice, fax, or the like)received on a particular range of numbers (801-555-188*) be backed up327 by the recovery network. Therefore, as communications data isreceived on the specified numbers 317, the communication data may not bererouted to the organization, but may be processed and stored by abackup module within the recovery network. The backed-up communicationdata may be processed by the organization at a later time (e.g., afternormal communications services have been restored). In some embodiments,as soon as communication is backed-up, a notification (such as an email,text message, or the like) may be sent to an entity within the PCN 220(or other network), indicating that backed-up communications areavailable for retrieval.

As discussed above, some communication requests may be handled usingservices provided by the recovery network (recovery network 240). Theseservices may be configured to emulate the operation of theorganization's own communication system. For example, the recoverynetwork may provide a dial-by-extension directory service, adial-by-name directory service, an automated phone tree, uniform calldistribution (UCD), automatic call distribution (ACD), hunting, overflowbetween locations, a recorded messaging system, or the like. One or morerecovery rules 310 may specify particular communication requests to beserviced using one or more of these services (provided by the recoverynetwork). For example, the recovery rule 318 specifies thatcommunication requests received on a set of numbers (calls received on801-555-199*) be processed using an automated calling system 328 (e.g.,automated calling system (org. 1)). The automated calling system 328 maybe organization-specific, such that the system 328 may be configured tomimic a calling system of the organization (e.g., may use the sameprompts, interface, provide the same options, and so on). The automatedcalling system 328 may be one of several different automated servicesprovided for the organization. For example, in the processing rule 328,the automated calling system is specified as “(org. 1)”, which mayspecify one of several different automated calling systems provided bythe recovery network and configured for the organization (e.g., anorganization-specific technical support calling system, informationcalling system, or the like). Additional recovery rules 330 may beprovided (not shown) to specify the use of other types oforganization-specific services (e.g., dial-by-name directory services,phone tree services, and so on).

The recovery rules 310 may reference one or more alternative networks.In the FIG. 3A example, the recovery rule 319 specifies thatcommunication requests directed to an emergency number (e.g., 911) areto be forwarded on an alternative network (an Emergency Medical Services(EMS) dispatch network) 329. The EMS dispatch network may be an RFnetwork comprising RF communication at a particular frequency and/orchannel. Voice communication originating at the organization may beconverted into an RF transmission on the EMS dispatch network (at theappropriate frequency and/or channel), and inbound EMS dispatch networktraffic may be converted into an appropriate format (e.g., voicetelephone) and forwarded to the organization. In this way, theorganization may be communicatively coupled to the alternative network(EMS dispatch) using its own communications infrastructure.

In some embodiments, recovery rules may specify multiple, differentprocessing directives for the same types of communication requests. Forinstance, the recovery rules may provide for servicing an incomingtelephone call using the PCN, Internet, an alternative communicationpath, and so on. The recovery rules may be applied in order, which maybe defined by a relative priority assigned thereto. For instance, when acommunication request is received, it may be processed according to thehighest priority recovery rule and, if the processing is unsuccessful,the communication request may be processed according to the next highestpriority recovery rule, and so on. For example, the first, highestpriority recovery rule may specify that the communication request berouted directly to the organization via the PCN. If the processing isunsuccessful (e.g., if the PCN is unavailable and/or no one is availableto handle the request at the organization), then the second, nexthighest priority recovery rule may be applied (e.g., the communicationrequest may be routed to the organization over an alternativecommunication path and/or the Internet). If the second processing isunsuccessful, a third recovery rule may be applied (e.g., that specifiesthat the communication request is to be forwarded to another entitywithin the PCN 200), and so on. Some embodiments may include a defaultrecovery rule, which may be used in the event that none of the otherrecovery rules is capable of successfully processing the request. Thedefault recovery rule may backup the communication request, provide aphone tree, provide a recorded message, or the like.

Although FIG. 3A shows an exemplary set of recovery rules 310 in aparticular data format, one skilled in the art would recognize that theteachings of this disclosure could be applied to any set of processingdirectives (recovery rules), stored in any format (e.g., as one or moredatabase tables, directory entries, XML data, flat files, etc.).Moreover, the recovery rules 310 may be adapted for use according to thenature of the communication services provided by the recovery network.In some embodiments, the recovery rules may include rules specifyingparticular processes for handling VoIP communication data, voicemailsystems, automated phone systems, automated directory systems, and soon. Therefore, this disclosure should not be read as limited to anyparticular set of recovery rules in any particular recovery rule format.

FIG. 3B provides one example of a set of prioritized recovery rules 330.In the FIG. 3B example, the recovery rules 331, 332, 333, 334, and 335each apply to an incoming communication request directed to a telephonenumber (801-555-1223). Each of the recovery rules 330 is assigned arelative priority: the recovery rule 331 has the highest priority (asindicated by the “[1]”), the recovery rule 332 has the second highestpriority, and so on. The recovery rule 335 may be a default recoveryrule that is assigned a “lowest” priority and applies to allcommunication requests directed to the organization. Accordingly, therecovery rule 336 may be applied when other applicable recovery ruleshave failed to successfully process the communication request.

According to the FIG. 3B recovery rules, a communication requestdirected to 801-555-1223 will first be processed according to the firstpriority recovery rule 331 (e.g., by attempting to service the requestusing an alternative communication path, such as the Internet). If thecommunication request cannot be serviced using the Internet (e.g., ifthe organization's connection to the Internet is unavailable, overlycongested, or the like), the second priority recovery rule 332 may beapplied. According to the second priority recovery rule 332, thecommunication request may be serviced using a satellite network (e.g.,satellite network 150 of FIG. 1). If the second priority recovery rule332 is unsuccessful, the third recovery rule 333 may be applied, whichmay comprise forwarding the request to another address within the PCN(e.g., to 345-555-1349). If the recovery rule 333 is unsuccessful, therequest may be backed-up (according to the fourth priority recovery rule334), and, if backup is unsuccessful, the default recovery rule 335 maydirect the request to an automated calling system for the organizationas described above.

In some embodiments, one or more of the recovery rules 331, 332, 333,334, and/or 335 may further include retry and/or timeout values. A retryvalue may specify how many times a particular type of processing may beretried before moving on to the next, lower priority recovery rule. Forinstance, the recovery rule 331 may attempt to connect a communicationrequest via the Internet three times with a pre-determined delay betweeneach attempt before failing over to the next recovery rule (recoveryrule 332). By the same token, when the recovery network has detectedand/or been informed of a failure in a particular communication path,recovery rules specifying the path may be skipped until the path hasbeen restored. For example, if the Internet connection to theorganization is known to be unavailable, the recovery rule 331 may notattempt to service communication requests directed to the organizationusing the Internet (using recovery rule 331) until the Internetconnection is available again.

Although the recovery rules 330 in FIG. 3B are depicted with respectivepriority values (e.g., [1] through [4]), the disclosure is not limitedin this regard. In some embodiments, particular recovery rules 330and/or processing directives may be automatically assigned a relativepriority. For instance, recovery rules providing for immediate servicingof an incoming communication request (e.g., using an alternativecommunication path) may be preferred over other types of recovery rules.For example, recovery rules that provide for immediate servicing of acommunication request by an organization using the organization'scommunication infrastructure (e.g., by servicing the communicationrequest using an alternative communication path) may have a higherpriority that other types of recovery rules. Recovery rules that forwardcommunication requests to other addresses within the PCN may be giventhe next highest priority (since these rules provide for immediateservicing of the request), and other rules, such as backup, automatedphone tree, voice mail, etc., may be given a lower priority, and so on.

Referring back to FIG. 2, the soft switch 244 may be configured toprocess communication requests forwarded from and/or detected within thePCN 220 according to the configuration data 245 of the organization.Therefore, to determine the appropriate processing (e.g., which recoveryrule applies to the communication), the soft switch 244 identifies theorganization and/or addresses within the organization to which thecommunication request was originally directed. This identifying may beperformed in a number of different ways. For example, each organizationserviced by the recovery network 240 may be assigned one or morerecovery network 240-specific addresses (e.g., access numbers).Therefore, for incoming calls/faxes forwarded to the recovery network240 by a carrier 222/224, the soft switch 244 identifies theorganization by the access number on which the calls/faxes were received(e.g., the caller dials (801) 555-1212, which is forwarded by a localcarrier 222 to a number (800) 666-7890, which is a recovery network 240access number assigned to the particular organization). The organizationassociated with incoming calls/faxes directed to the recovery network240 by a toll-free carrier 224 may be similarly identified (e.g.,identified based on the access number assigned to the organizationwithin the recovery network 240) or by pre-loading the organization'stoll-free number(s) into the recovery network and associating them withthe organization, then identifying the toll-free number dialed by thecaller as the call is received by the recovery network 240.Alternatively, or in addition, different organizations may share thesame access number within the recovery network 240 and may bedistinguished using an extension or other qualifier appended theretoduring forwarding by the local carrier 222, long distance carrier 244,or the like.

The organization associated with IP traffic may be identified accordingto routing and/or naming information available within the communicationrequest. The routing information may be appended to an IP header on IPpackets or other message types. Alternatively, or in addition, therecovery network 240 may include plural, different access addresses(e.g., IP addresses) to which IP traffic may be forwarded/redirected. Assuch, the soft switch 244 may identify the organization associated withIP data based upon the address within the recovery network 240 on whichthe data was received. Similarly, where IP data is routed to therecovery network 240 due to a modification of an address mapping in aDNS provider 232, the organization may be identified based upon thenaming information within the data (e.g., domain host name within the IPdata, such as www.organization.com, person@organization.com, or thelike).

After determining the organization associated with the communicationrequest, the recovery network 240 may be further configured to identifythe original destination address (e.g., particular phone number) withinthe organization. As discussed above, an organization may provide pluraldifferent access addresses (e.g., phone numbers) through which entitiesmay contact the organization. For example, the organization may haveaddresses (phone numbers) dedicated to providing different types ofservices, such as customer support, new sales, providing criticaltechnical support, providing warranty information, providing generalinformation about the organization, and so on. When active, the recoverynetwork 240 may configure the PCN 220 to forward communication requestsdirected to each of these addresses to a single number assigned to theorganization within the recovery network 240. However, the recoverynetwork 240 may require the organization-specific number associated withforwarded/redirected communication requests to handle the requestsaccordingly (according to the configuration information 245 of theorganization). For instance, the organization's configurationinformation may specify that requests directed to a “generalinformation” number be forwarded to a recorded message and/or anautomated phone tree, whereas requests directed to a critical technicalsupport number may be routed to the organization using an alternativecommunication path 250-253 and/or to another location within the PCN 220(e.g., a cellular telephone, a phone system at another location of theorganization, or the like).

The recovery network 240 may be configured to identify anorganization-specific address in a number of different ways, including,but not limited to:

configuring the PCN 220 (e.g., the local carriers 222, long-distancecarriers 224, VoIP providers 228, and the like) to provide OriginallyCalled Number (OCN) information with the forwarded/diverted requests,the OCN information may identify the organization-specific address ofthe communication request;configuring the PCN 220 (e.g., the local carriers 222, long-distancecarriers 224, VoIP providers 228, and the like) to provide Re-directedNumber Identification Service (RDNIS) information with theforwarded/diverted requests, the RDNIS information may identify theorganization-specific address of the communication request;prompting the caller to use DTMF tones to input the address (phonenumber) they originally dialed;configuring the VoIP providers 228 to include diversion headers (e.g.,Session Initiation Protocol (SIP) diversion headers) withinforwarded/diverted requests, the diversion header (e.g., SIP diversionheader) may identify the organization-specific address of thecommunication request;examining IP header and/or IP addressing data within network data (e.g.,HTTP requests, email messages, and so on); and the like.

Upon identifying an organization and/or organization-specific address ofthe communication request, the soft switch 244 may process the requestaccording to the configuration information 245 (e.g., recovery rules) ofthe organization. As described above, the recovery rules established byan organization may be configured to mimic the organization's existingcommunication system. Therefore, even during an outage condition, theorganization may seamlessly communicate with its customers. In addition,the recovery rules may be reconfigured (via the configuration interface242) in real-time, to allow the organization to adapt to changingconditions. Furthermore, the configuration information 245 may includepredefined and/or sets of predefined recovery plans, each of which maybe readily available for activation as needed. This may allow theorganization to respond quickly to outage conditions to thereby reduceor even eliminate communications service interruptions.

As discussed above, a recovery rule may specify that one or morecommunication requests be redirected to alternative addresses within thePCN 220. The soft switch 244 may be configured to redirect communicationrequests in a number of different locations/devices within the PCN 220including, but not limited to: an alternative provider, such as aprovider 222, 224, 228, or the like, a landline, a mobile phone, an IPphone, a hand-held satellite phone, a radio system, a voicemail system,a phone tree, an IP address, a network server (e.g., email server), adirectory service, or the like. The redirection may be performed usingany other data routing mechanism and/or technique available within thePCN 220 (e.g., available via the local carrier 222, long-distancecarrier 224, SMS/800 provider 226, VoIP provider 228, IP routingprovider 230, DNS provider 232, or the like).

As discussed above, the configuration information 245 may also defineother communication interfaces (phone trees, directories, and the like)to allow the recovery network 240 to emulate the operation of theorganization's communication system. For example, the organization mayinclude a phone tree, dial-by-name directory, dial-by-extensiondirectory, one or more automated attendants, music while on hold, andthe like. The recovery network 240 may be configured provide theseservices in a way that emulates the operation of the organization'scommunication system. For example, the recovery network 240 may includea dual-tone multi-frequency (DTMF) interface, a text-to-speechinterface, or other interface by which various services may be madeavailable (e.g., a dial-by-directory service, an automated attendant,and other services). The organization may provide configurationinformation 245 (e.g., via the configuration interface 246), which mayconfigure the recovery network 240 to emulate the operation of theorganization's services (e.g., provide the same dial-by-name directory,extension directory, music on hold, and so on). Recovery rules may bedefined to process user selections within the various dial-by-name,phone tree, and/or automated calling system interfaces. In addition, theconfiguration information 245 may include voice recordings and othermessages provided by the organization to allow the recovery network 240to closely emulate organization's communication system (e.g., providecallers with same voice prompts used by the organization, the samemusic, and so on).

The configuration data 245 of the organization may specify thatparticular communication requests be serviced by one or more alternativecommunication paths 250-253. As shown in FIG. 2, in some embodiments,the recovery network 240 may include and/or be communicatively coupledto a plurality of different alternative communication paths 250-253. Forinstance, the recovery network 240 is coupled to a satellite network 250(similar to the satellite network 150 shown and described in FIG. 1), aradio transmission communication path 251, and a fiber opticcommunication path 253. The alternative communication path module 246 isconfigured to interact with each of the alternative communication paths250-253 to allow the soft switch 244 to redirect and/or servicecommunications using one or more of the paths 250-253 as required. Inalternative embodiments, such as system 100 of FIG. 1, the recoverynetwork 240 may include a single alternative communication path (e.g.,satellite network 150), or other alternative communication paths, inaddition to those depicted in FIG. 2. One or more of the alternativecommunication paths 250-253 may be dedicated to servicing a particularorganization. Alternatively, or in addition, other alternativecommunication paths 250-253 may be shared between a set of organizationsand/or all of the organizations serviced by the recovery network 240.

For example, during a PCN 220 outage, the configuration information 245of the organization may specify that certain communications (e.g., callsto particular telephone numbers, network traffic directed to particularaddresses, etc.) be serviced using the satellite network 250 when thePCN 220 is not available.

Referring back to FIG. 1, the organization 110 may have installed asatellite interface 116 adapted to receive and/or transmit communicationrequests over a satellite network 150. The satellite interface 116 maycouple the organization's communication system 112 to the satellitenetwork using a gateway (e.g., gateway 118). The gateway 118 may performvarious data routing and conversion tasks. For instance, the gateway 118may decompress, decrypt, and/or format communication data (e.g., voice,IP, and the like) for use by the organization's communication system(e.g., PBX 113). Similarly, the gateway 118 may identify and process IPtraffic for use by the computing devices 115, which may include a webserver, email server, personal computing devices, and the like.Therefore, the satellite network 150 may allow the recovery network 140to seamlessly provide communications services to the organization 110using the organization's 110 existing communication system 112.

The alternative path interface 246 may include similar components. Forexample, the alternative path interface may include agateway/multiplexer (not shown) to perform data conversions so thatincoming communication requests in a first format (e.g., TDM) may betransmitted in a second format (e.g., SIP) over the satellite network250 and then converted back into the first or another format for use bythe organization's communication system 112. In addition, gateway and/orother hardware components (e.g., a VoIP gateway (not shown)) maycompress/decompress communications data as required to traverse thesatellite network 250 or alternative communications paths. Direct VoIP(e.g., SIP and/or H.323) communication requests may be sent and receiveddirectly by a properly configured communication system 112 of theorganization (e.g., PBX 113). If the organization's communication system112 is unable to process direct VoIP, the organization may include aVoIP client to process the communication requests.

In addition, one or more computing devices (not shown) may be providedfor converting between VoIP (e.g., SIP) and TDM (e.g., PRI/ISDN)formatted communications. For instance, communication data in PRI/ISDNformat may be converted to SIP for processing by the recovery network240 (e.g., by the soft switch 244 and the like) and into PRI/ISDN foruse by/within the PCN 220.

FIG. 2 shows other examples of other alternative communication paths.For instance, a radio network 251 may be provided, which may include oneor more wireless networks, one or more point-to-point RF networks, orthe like. Organizations may be communicatively coupled to the radionetwork 251 using respective radio interfaces (not shown), which maycomprise a radio receiver/transmitter and/or a radio gateway (notshown). As described above in the satellite network example, the radiogateway may allow communications data to be consumed by anorganization's existing communication system (e.g., system 112 of FIG.1). Similarly, the recovery network 240, and specifically thealternative path interface 246, may include integration hardware (e.g.,gateway, multiplexer, converters, etc.) to integrate the PCN 220 withthe various data formats used on the alternative paths 251-253. Oneskilled in the art would recognize any communication network orcommunication path could be used as an alternative communication path250-253 under the teachings of this disclosure. Therefore, thisdisclosure should not be read as limited to any particular type ofcommunication network and/or to any particular network infrastructure.

The soft switch 244 may provide redundant communications services for anorganization. As discussed above, an organization may provide variousdifferent interfaces by which external entities (callers) may interactwith the organization. For example, the organization may provide a phonetree, dial-by-name directory, dial-by-extension directory, one or moreautomated attendants, call distribution queues, hold music, faxservices, and the like. The recovery network 240 may provide anequivalent set of services for the organization via the soft switch 244.The configuration data 245 of the organization may configure the softswitch 244 to emulate the operation of the organization's services(e.g., provide an equivalent dial-by-name directory, provide the sameset of prompts and/or information in a phone tree, and so on). As willbe discussed below, one or more recovery rules of the organization(stored in the configuration data 245) may specify that particular typesof communication requests (e.g., calls to particular numbers) be handledusing one or more of the services provided by the soft switch 244 (e.g.,may specify that all calls received on a particular number be servicedby the soft switch 244, which may be configured to provide the callerwith a dial-by-name directory service configured to emulate theorganization's directory, and so on).

The recovery network 240 may further include a backup module 249, whichmay include and/or be communicatively coupled to a data storage media(e.g., data storage media 243), and the PCN interface 247. When active,the backup module 249 may store (e.g., backup) communication requests(e.g., calls and faxes) directed to the organization. As discussedabove, one or more recovery rules of an organization may route certaintypes of communication requests directly to backup and/or attemptmultiple alternative communication paths before handling by the backupmodule 249. Backed-up communication requests may be converted into adata/text format for later delivery. In addition, the backup module 249may be used to backup communication requests directed to an organizationuntil one or more alternative communication paths 250-253 becomeavailable.

For example, in certain outage conditions, an organization may be cutoff from the alternative communication paths 250-253 and/or alternativeaddresses within the PCN 220 for some time (e.g., while a connection isbeing established/negotiated, while the alternative addresses (satellitephones) are initialized, and so on). While alternative communicationpaths are intermittently or completely unavailable, communicationrequests directed to the organization may be handled directly by thebackup module 249, or by first attempting multiple alternativecommunication paths (according to the recovery rules) before handling bythe backup module 249, which may backup communication data for deliveryto the organization at a later time. Therefore, the backup module 249may include means for receiving and storing communication dataincluding, but not limited to: a data storage media, a voice callrecording system, a voicemail system (e.g., to receive voicecommunications), a phone tree, an automated call receiving system, a faxreceiver, an email server, an IP proxy, an IP cache, or the like.

As the organization's alternative communication paths 250-253 and/oralternative addresses within the PCN 220 are available, thecommunication data may be delivered thereto. In some embodiments thebackup module 249 may be configured to automatically transmit backed-upcommunications data to the organization when alternative communicationmeans become available (e.g., push the backed-up data to theorganization). Alternatively, or in addition, the recovery network 240may issue an alert to the organization indicating that backed-upcommunication data is available. The organization may access thebacked-up data as it desires (e.g., pull backed-up data from therecovery network 240).

FIG. 4 is a flow diagram of one embodiment of a method 400 for providingrecovery and backup services. At step 410, the method 400 may beinitialized, which may include allocating resources for the method 400,initializing one or more communications interfaces (e.g., to a PCN,alternative communication path, or the like), accessing one or more datastores, and so on.

At step 420, the method may receive configuration information from anorganization (e.g., from personnel of the organization). Theconfiguration information may be received via a configuration interface,such as the configuration interface 242 discussed above. Theconfiguration interface may be accessible via the PCN as a phone tree, awebsite, a human assistant, or other interface. Alternatively, or inaddition, the configuration interface may be accessible via one or morealternative communication paths of the recovery network (e.g., asatellite network, a radio network, or the like).

The configuration information received at step 420 may include one ormore recovery rules to specify how particular types of communicationdata are to be processed when recovery services are activated. Forexample, the recovery rules may specify that voice calls received on aparticular set of access numbers (e.g., phone numbers) be routed toother phone numbers within the PCN. Alternatively, or in addition, theconfiguration information may specify that calls to specified accessnumbers should be routed directly to the organization using a selectedalternative communication path (e.g., a satellite network).

As discussed above, the configuration information (and recovery rules)may include one or more predefined recovery plans, each of which may becreated, modified, and/or activated in real-time. Accordingly, changesto the configuration information may modify the behavior of the method400 as they are applied and/or activated. Therefore, although FIG. 4shows receiving configuration information as a single step 420, themethod 400 may receive configuration information at any time throughoutthe operation of the method 400. This real-time modification may allowan organization to respond quickly to various outage and/or emergencyconditions to thereby reduce or eliminate disruptions to theorganization's communication systems.

Although method 400 discusses real-time changes to configurationinformation, other embodiments in which changes are not applied untilapproved (e.g., by administrators of the method 400, other personnelauthorized by the organization, or the like) could be used under theteachings of this disclosure.

At step 430, the method 400 may await a signal to provide recoveryservices for an organization. The activation signal may be received viaan update to the configuration information of the organization and/ormay be received via another source, such as an alternative communicationpath, an alarm, a call to the method 400, manual entry, or the like.Alternatively, or in addition, step 430 may further comprise monitoringthe status of the organization's connection to the PCN. The monitoringof step 430 may include, but is not limited to: periodically pinging theorganization to determine whether the communication systems of theorganization are operating properly (e.g., dialing into one or morephone numbers of the organization, transmitting IP traffic to theorganization, and so on); receiving periodic pings from the organization(e.g., receiving incoming calls, IP traffic, and the like from withinthe organization); directly monitoring the organization's communicationequipment (e.g., via an IP connection, a secure IP connection, a VPN,connection, or the like); or the like. Upon detecting an interruption inthe organization's communication system, the method 400 mayautomatically activate recovery services. Similarly, the method 400 maymonitor emergency services within the area of the organization. Ifparticular emergency services are activated (e.g., power recovery, fire,alarm, etc.), the method 400 may be configured to activate one or moreportions of the recovery services for the organization (e.g., activatehotline forwarding, a redundant alternative communication path, or thelike). In embodiments where the organization's configuration informationincludes a plurality of different recovery plans, the activation signalof step 430 may specify a particular recovery plan to activate.

In other embodiments, the method 400 may not require an activationsignal. For example, the recovery services provided via the method 400may be “always on” and available to processing communication requestsrouted from the PCN. Therefore, the “activation” of the method 400 mayconsist in configuring the PCN to automatically divert communicationrequests to the method 400 (as discussed below at step 440) upon thedetection of a fault condition or by manual diversion using variousmechanisms available within the PCN.

At step 440, recovery services may be activated. The activation of step440 may include configuring the PCN to redirect/forward communicationrequests directed to the organization to the recovery network (method400). The addresses to redirect/forward (phone, fax, IP, etc.) as wellas respective destination locations (within the recovery network or PCN)may be specified in the configuration information. As discussed above,the redirection of step 440 may be performed using various differentmechanisms. The activation of step 440 may include the activationexamples discussed above in conjunction with FIG. 2. These mechanismsmay include, but are not limited to:

carrier forwarding by one or more local carriers and/or VoIP providers(local/toll telephone-based communication) within the PCN;

porting one or more phone numbers of the organization to an alternativeLRN (e.g., a CO) using a standard number port operation (e.g., via a LNPoperation), to configure the PCN (e.g., local carrier, long distancecarrier, and so on) to forward/divert communication requests to themethod 400;rerouting of communication requests to an alternative LRN by utilizing asecondary routing database within the PCN that sends and monitorscommunication requests to a portability service (e.g., the NPAC) toeffect a routing change in an LNP database or the like within the PCN,which then forwards/diverts communication requests to the recoverynetwork;redirecting VoIP traffic intended for the organization into the method400;configuring one or more long distance carriers and/or VoIP providers todivert communication requests to the method 400;using a third-party Responsible Organization (RespOrg) to configure thenational SMS/800 database to direct incoming toll-free communicationrequests to the method 400 (e.g., modify one or more carrier assignmentswithin the SMS/800 database to direct requests to a carrier that isconfigured to direct incoming calls/faxes to the method 400);directly configuring the SMS/800 database to direct toll-freecommunication requests to the method 400 (e.g., directly modify one ormore carrier assignments within the SMS/800 database to direct requeststo a carrier that is configured to direct incoming calls/faxes to themethod 400);receiving directly dialed communication requests on a local or toll-freeline (e.g., the method 400 may publish one or more access numbers forthe organization, which may be accessed via the PCN);rerouting IP communication by modifying host and/or host tableinformation in an IP routing database;rerouting IP communication at the Domain Name Service (DNS) level byconfiguring one or more DNS providers to direct IP traffic to the method400; and the like.

As discussed above, PCN configuration of step 440 may be performedmanually (e.g., by one or more human operators) and/or may be performedsubstantially autonomously using interfaces exposed by the PCN (e.g.,using automated calling systems, APIs exposed by the PCN, or the like).

The activation of step 440 may further include monitoring communicationrequests directed to the organization within the PCN. As discussedabove, the monitoring of step 440 may include, but is not limited to:monitoring the PCN for incoming calls and/or faxes originating from alocal phone carrier and/or long distance carrier directed to theorganization; monitoring the PCN for VoIP communication requests (e.g.,requests transmitted by a SIP provider/carrier); monitoring IP trafficon the PCN for network data directed to the organization (e.g., HTTPrequests, email messages, instant messaging, voice data, and so on); andthe like.

At step 450, a communication request may be detected and/or forwarded tothe method 400 from the PCN. Responsive to receiving the communicationrequest, the method 400 may access a recovery rule associated with thecommunication request in the organization's configuration information.At step 450, an organization-specific address of the communication maybe detected (e.g., using OCN/RDNIS information, a diversion header(e.g., SIP diversion header), IP routing information, host nameinformation, or the like).

Upon determining the organization and/or organization-specific addressof the request, the method 400 may process the communication requestaccording to an active recovery rule associated with the request in theorganization's configuration information, and/or determine theappropriate recovery rule based upon one or more caller selections. Asdiscussed above, a recovery rule may specify various differentprocessing mechanisms including, but not limited to: redirecting thecommunication request to another location and/or address within the PCN;servicing the communication request (e.g., using a phone tree,directory, or other service provided by the method 400); backing up thecommunication request; transmitting the communication request to theorganization using a selected alternative communication path; allowingthe PCN to operate normally (e.g., allowing the PCN to handle thecommunication request); or the like.

The determining of step 450 may include evaluating one or more servicelimits associated with the organization. For example, an organizationmay be allotted a communication request-processing threshold, abandwidth cap on one or more alternative communication paths, a storagelimit on a backup service, or the like. At step 450, these servicelimits may be evaluated to determine one or more of these limits havebeen reached. If so, the method 400 may modify the processing of thecommunication request. For example, if an organization has exceeded analternative communication bandwidth cap, a communication request, whichnormally would be serviced using an alternative communication path, maybe routed to a backup service. Similarly, if an organization hasexceeded its backup storage limit, communication requests, which wouldnormally be backed up, may be routed to an automated processing system(e.g., a pre-recorded message).

If at step 450, it is determined that the communication request is to beredirected to an alternative address within the PCN, the flow maycontinue at step 460. If it is determined that the communication requestis to be backed up, the flow may continue at step 465. If it isdetermined that the communication request is to be transmitted to theorganization using an alternative communication path, the flow maycontinue at step 470; otherwise, if is determined that the communicationrequest should not be processed, the flow may continue at step 480.

At step 460, the communication request may be redirected to anotheraddress within the PCN, as indicated by the recovery rule associatedtherewith. The communication request may be routed to any address/devicecoupled to the PCN including, but not limited to: a landline phone, amobile phone, an IP based phone, a satellite phone, a voicemail system,a phone tree, an automated phone system, a fax machine, a call center,or the like. After redirecting the communication request, the flow maycontinue at step 480.

At step 465, the communication request may be directed to a backupservice (e.g., such as the backup module 249 of FIG. 2). The backup ofstep 465 may include receiving and/or converting the communicationrequest into a format capable of being stored in a data storage mediaand subsequently delivered to the organization via an alternatecommunications path, such as email. For example, a voice call may beconverted into an audio message, received by a voicemail system,directed to an automated calling system for backup, or the like. A copyof the audio message may then be immediately sent to the organizationvia an alternate communications path, such as an email with the messageattached. Fax data may be similarly received, stored, and optionallydelivered over an alternate path. IP data, such as email message,instant message, and the like, may be backed up using an IP proxy,caching device, or the like.

Alternatively, or in addition, the backup of step 465 may includeplaying back a recorded message (or other data). The playback of step465 may not allow a caller to leave a message for the organization.Therefore, the playback mechanism may be used where a storage limit forthe organization has been reached. The playback message may be providedby the organization and/or may include information provided by themethod 400. Following the backup of step 465, the flow may continue tostep 480.

At step 470, an alternative communication path for the communicationrequest may be determined. In some embodiments, the organization'sconfiguration information may specify one of more alternativecommunication paths supported by the organization (e.g., may indicatethat the organization is coupled to the method 400 via a satellitenetwork, a radio network, and so on). Alternatively, or in addition, therecovery rules associated with the communication may specify aparticular alternative communication path to use to service some or allcommunication requests.

In some embodiments, the method 400 may monitor the status of one ormore of the alternative communication paths. The status information mayinclude a load level of the alternative communication path, a linkstatus of particular organizations on the communication path, and thelike. The path selection of step 470 may use the status information indynamically selecting an appropriate alternative communication path(e.g., may select a path to which the organization is connected, has anacceptable load level, and the like), or step 470 may attemptcommunication via multiple alternative communication paths while callerswait in queue, or the like.

At step 472, the communication request may be serviced on the selectedalternative communication path. As discussed above, the communicationsystem of the organization may be communicatively coupled to thealternative communication path, such that the communication request maybe serviced seamlessly over the alternative path (e.g., communicationsmay be received and handled at the organization as if the communicationrequest were being serviced by the PCN). In addition, the method 400 mayinclude and/or be communicatively coupled to integration components(e.g., the alternative path interface 246 or FIG. 2 and/or the satelliteinterface 116 and gateway 118 of FIG. 1) that allow the method 400 toseamlessly transmit PCN data over the alternative communication path.After establishing the connection and/or servicing the request using theidentified alternative communication path, the flow may continue at step480.

Although not shown in FIG. 4, the processing determined at step 450 mayadditionally include converting the communication request from a firstformat into a second format (e.g., as discussed above in conjunctionwith rule 316 of FIG. 3A). For example, voice call data may be convertedinto an audio file for backup at step 465, for transmission within thePCN as an email message at step 460, or the like. Similarly,communications may be converted for transmission on an alternativenetwork, such as an EMS radio dispatch network, or the like. Variousexamples of recovery rules specifying various conversions and/orprocessing directives are provided above in conjunction with FIG. 3A(e.g., recovery rules 316 and 319 of FIG. 3A).

At step 480, the method 400 may determine whether recovery services(e.g., the method 400) should continue. The determining of step 480 mayinclude inspecting the configuration data of the organization todetermine whether recovery services have been deactivated, whether adeactivation signal has been received, whether the configuration datahas been changed, and so on. If recovery services are to continue, theflow may return to step 440, where a next communication request may beprocessed; otherwise, the flow may continue at step 490. At step 490,the method 400 may reconfigure the PCN to route communication requestsdirectly to the organization (e.g., undo portions of the PCNconfiguration applied at step 440).

FIG. 5 is another embodiment of a method 500 for providing recovery andbackup services. As will be discussed below, the method 500 maydynamically determine which communications services are available to theorganization (e.g., determine the status of the organization'sconnection to one or more alternative communication paths, the status ofone or more of the organization's alternative addresses within the PCN,and so on), and process communication requests accordingly.

At steps 510-540, the method 500 may be initialized, receiveconfiguration information from the organization, receive an activationsignal, and configure a PCN to divert/forward communications to themethod 500, as described above.

At step 550, a communication request may be received and a recovery rule(processing directive) associated therewith may be identified asdescribed above. The processing of the communication request may bedetermined by accessing a recovery rule of the organization. Asdiscussed above, a communication request may be processed in a number ofdifferent ways including, but not limited to: rerouting thecommunication request to a specified address within the PCN (step 560),backing up the communication request (step 565), servicing thecommunication request using an alternative communication path (step572), allowing the PCN to route the communication request, and so on.

At step 552, the method 500 may determine whether the processingdetermined for the communication request is available. The determiningof step 552 may depend upon the nature of the processing identified atstep 550. For example, if alternative routing within the PCN is to beperformed (e.g., at step 560), the determining at step 552 may includedetermining whether the alternative address is available (e.g., whethera forwarding phone number to which the request would be routed isactive), whether the method 500 is capable of reaching the specifiedaddress through the PCN, or the like. If the communication request is tobe serviced using an alternative communication path, step 552 maycomprise determining whether one or more acceptable alternativecommunication paths are available (e.g., whether the organization iscurrently linked to the method 500 using one or more of the alternativecommunication paths). In addition, the determining may includeevaluating one or more service limits (e.g., bandwidth caps, storagethresholds, etc.) of the organization. If the requested processing typeis available, the flow may continue as specified at step 550 (e.g., tothe reroute step of 560, the alternative communication path of step 572,and so on). If the requested processing type is not available, the flowmay continue at step 565.

At step 565, the communication request may be backed up. As discussedabove, backing up a communication request may include receiving and/orconverting the communication request from a first format into a second,storage format (e.g., convert a voice call into an audio file, a textdocument, or the like). The backed-up communication request may be madeavailable to the organization upon establishing an acceptablealternative communication path and/or reestablishing service with thePCN. Alternatively, or in addition, the backup of step 565 may includeprompting a caller to provide a callback number. The callback number maybe automatically called by the method 500 (e.g., by the recovery network140 and/or 250 discussed above) when the communications services arerestored, and the caller may be connected live to the organization via aconcurrent or sequential call to the organization via any availablecommunications path (e.g., the satellite network, PCN, etc.).

Following the backup of step 565 (or the processing at step 560, 572),the flow continues at step 580. As described above, at step 580, themethod 500 determines whether recovery services should continue. If themethod 500 is to continue providing recovery services, the flowcontinues to step 540; otherwise, the flow continues to step 590.

FIG. 6 is a flow diagram of another embodiment of a method 600 forproviding recovery and backup services.

At steps 610-640, the method 600 may be initialized, receiveconfiguration information, receive an activation signal, and configure aPCN to divert/forward communications to the method 600 as describedabove.

At step 650, an incoming communication request (from an entity withinthe PCN or other network) directed to the organization may be received.Step 650 may further comprise identifying a plurality of prioritizedrecovery rules associated with the communication request (e.g., in adata structure, such as the data structures 310 depicted in FIGS. 3Aand/or 3B). The recovery rules may each specify how the communicationrequest is to be processed and may include different, relativepriorities. High priority recovery rules may be implemented before lowpriority rules (e.g., a lower priority recovery rule may only beimplemented if the communication request cannot be successfully servicedusing higher priority recovery rules).

At step 652, one of the plurality of recovery rules may be selected. Theselection may be based upon the relative priority of the recovery rules.(A rule having a higher priority may be selected before a rule having alower priority.) In some embodiments, the selection of step 652 mayfurther comprise determining the availability and/or load on one or morealternative communication paths. For example, if the alternativecommunication path specified by a higher priority recovery rule isoverloaded and/or unavailable, it may be skipped and another,lower-priority recovery rule may be used in its place.

Alternatively, or in addition, a user (or other entity) may manuallyspecify how the communication request is to be handled. For example, ifthe communication request is a telephone call, the caller may be giventhe option of selecting which processing method should be used to handlethe call (e.g., using a phone tree or other selection mechanism). If aprocessing method selected by the user is unsuccessful (e.g., asdetermined at step 670 below), the user may be given the opportunity toselect a different processing method and/or allow the method 600 toselect an appropriate processing method as described above.

At step 654, the communication request may be processed according to theselected recovery rule as described above in conjunction with steps 460,465, 470, and/or 472 of FIG. 4 and/or steps 560, 565, and/or 572 of FIG.5.

At step 670, the method 600 may determine whether the processing of step654 was successful (e.g., whether the communication request wasconnected or otherwise serviced). If the processing was successful (thetelephone call was connected to a live person at the organization usingan alternative communication path), the flow may continue at step 680;otherwise, the flow may return to step 654 where another processingmethod may be selected as described above (e.g., the next highestpriority recovery rule may be selected and/or the originator of thecommunication request may select another processing option).

At step 680, if the method 600 is to continue providing recovery andbackup services, the flow may return to step 640 to process a nextcommunication request; otherwise, the flow may continue to step 690where the PCN may be reconfigured as described above.

FIG. 7A depicts one embodiment of a system 700 for providing seamlessrecovery and/or backup services for a local carrier having a servicearea, which may comprise a municipality, township, neighborhood, or thelike. In the FIG. 7A example, a first municipality 771 may include afirst local carrier 772, which is communicatively coupled to a PCN 120via a first connection 773 (e.g., a backhaul connection). A secondmunicipality 775 may be similarly configured and may comprise a secondlocal carrier 776 and second connection 777 to the PCN 120. Although inFIG. 7A the local carriers 772 and 776 are represented as separate fromthe PCN 120, it would be understood by one of skill in the art that thelocal carriers 772 and 776 could be considered to form part of the PCN120. The local carriers 772 and 776 are depicted separately in FIG. 7A,in order to illustrate certain features of the recovery network 140disclosed herein. Moreover, although FIG. 7A describes municipalities771 and 775, each comprising respective local carriers 772 and 776, thedisclosure may encompass any organization (e.g., city, state, region,etc.) serviced by any type of local carrier.

The first municipality 771 and/or the second municipality 775 may relyon a shared Public Safety Answering Point (PSAP) 726, which may beaccessible via the PCN 120. The PSAP 726 may provide emergency answeringand dispatch services to the municipalities 771 and/or 775, such as 911services and the like. Alternatively, or in addition, the PSAP 726 mayprovide information services (e.g., 211 services, or the like). In someembodiments, the first and second municipalities 771 and/or 775 mayshare the same PSAP 726. For instance, the first and secondmunicipalities 771 and 775 may be too small to warrant their own PSAPservice and, as such, may share the PSAP 726 with one or moreneighboring municipalities. Although the example of FIG. 7A includes aPSAP 726, the disclosure is not limited in this regard and could beextended to include any shared service known in the art (e.g., sharedmedical dispatch and information services, shared public safetyinformation service, and so on).

The first local carrier 772 may provide communication services (e.g.,phone service) to entities (not shown) within its service area (e.g.,entities within the first municipality 771). Communication requests,such as telephone and/or cellular calls originating within the firstmunicipality 771 (e.g., in the service area of the first local carrier772) may be received and serviced at the first local carrier 772 usingswitching and other equipment therein. In some embodiments,communication requests to/from entities within the service area of thesame local carrier (e.g., local carrier 772 or 776) may be servicedindependently of the PCN 120 and/or the connections 773 or 777 thereto.Communication requests to/from entities outside of the service area ofthe same local carrier (e.g., entities 130, or the PSAP 726) may beserviced using the PCN 120. Accordingly, when the connection 773 of thefirst local carrier 772 fails, the first municipality 771 may beisolated from the PCN 120. When so isolated, communication requestswithin the service area of the first local carrier 772 may continue tobe serviced, but communication requests to/from entities outside of theservice area of the first local carrier 772, including requests to/fromthe PSAP 726, may be unavailable. The second local carrier 776 of thesecond municipality 775 may operate similarly (e.g., when the connection777 is unavailable, communication requests from entities in the servicearea of the second local carrier 776 may be unable to access entitieswithin the PCN 120, including the PSAP 726).

The recovery network 140, as disclosed herein, may be used to allow thelocal carriers 772 and/or 776 to access the PCN 120 (and PSAP 726)independently of the connections 773 and/or 776 thereto. In the FIG. 7Aexample, when the connection 773 of the first local carrier 772 to thePCN 120 is unavailable, the recovery network 140 may provide analternative path (satellite network 150) through which communicationrequests to/from the PCN 120 may be serviced. Accordingly, communicationrequests from entities within the service area of the first localcarrier 772 may be directed through the recovery network 140 (e.g., viathe satellite communication path 150) to entities within the PCN 120,including the PSAP 726. Accordingly, the recovery network 140 mayprevent the municipality 771 from being isolated from the PCN 120 whilethe connection 773 is unavailable.

FIG. 7B depicts one example of a system 701 for providing an alternativecommunication path to a local carrier. The local carrier 772 may have aconnection 773 (e.g., backhaul connection) to the PCN 120. The localcarrier 772 may include switching equipment 713 configured to providecommunication services to the entities 760 within its service area(e.g., within a municipality, region, town, county, or the like). Forexample, the local carrier 772 may service telephone calls from alandline telephone 762 and/or cellular communications received via an RFcommunication tower 766 from a cellular phone 764, and so on. One ofskill in the art would recognize that the local carrier 772 couldreceive and/or service many different types of communication requestsfrom many different types of devices within the service area 760, suchas VOIP traffic, data traffic, fax traffic, and so on. As such, thisdisclosure should not be read as limited to in this regard.

The system 701 includes an alternative communication path connection151, which, in the FIG. 7B example, comprises a satellite receiver 116and gateway 118 (PRI in the Sky). The gateway 118 may be configured toservice communication requests using an alternative communication path(e.g., satellite 150) and the recovery network 140 as described above.Accordingly, the gateway 118 may be configured to communicatively couplecommunications equipment 713 of the local carrier 772 to the recoverynetwork 140. The gateway 118 may be communicatively coupled to the localcarrier 772 using communications equipment (telecommunications switch)717 and a communications interface 119, which may include, but is notlimited to: a trunk line, a wireless link, a fiber-optic line, a T1line, an ISDN line, or the like. Accordingly, in some embodiments, thealternative communication equipment 151 may be deployed at a differentlocation than the local carrier 772. For example, the equipment 151 maybe displayed at an organization, such as a fire station, emergencyservices dispatch center, or the like (one example of deployment at aPSAP described below in conjunction with FIG. 8). The communicationsequipment 717 may communicatively couple the gateway 118 to the localcarrier 772. In some embodiments, the communications equipment 717 maybe shared with the organization (e.g., the gateway 118 may integratewith the telephone system communication equipment 717 of an emergencydispatch service). Alternatively, or in addition, the alternativecommunication equipment 151 may comprise its own, dedicatedcommunication equipment 717.

In some embodiments, the alternative communication equipment 151 (thesatellite transceiver 116, gateway 118, and the like) may deployed atthe local carrier 772 (e.g., within the same facility, co-located, orthe like). In these embodiments, the gateway 118 may be directly coupledto the communications equipment 713 of the local carrier 772.

When the connection 773 of the first local carrier 772 to the PCN 120 isunavailable, communication services for the entities 760 within theservice area of the first local carrier 772 may be serviced by therecovery network 140. The recovery network 140 and alternativecommunication path (e.g., satellite network 150) may operate asdescribed above. When the local carrier 772 determines that theconnection 773 is unavailable, the communications equipment 713 of thefirst local carrier 772 may be configured to service outboundcommunication requests directed to entities within the PCN 120, such asthe PSAP 726, using the alternative communication equipment 151 (e.g.,satellite network 150). Accordingly, the first local carrier 772 (andentities 760 serviced thereby) may not be isolated by a failure in theconnection 773.

The communications equipment 713 of the local carrier may comprise aswitch configured to service communication requests using the connection773, and to failover to the recovery network 140 when needed. In someembodiments, the communications equipment 713 may failover by directingcommunication requests to the alternative communication networkequipment 151 via the communication interface 119 using a trunk ID, aphone number, or the like. The gateway 118 may receive these outboundcommunication requests (via the communications equipment 717) andservice the requests using the alternative communication path 150.Alternatively, in embodiments in which the gateway 118 is co-located atthe local carrier 772, the communications equipment 713 may redirectcommunication requests directly to the gateway 118.

In some embodiments, the recovery network 140 may be further configuredto determine when recovery services are to be activated (e.g., inresponse to the recovery network 140 detecting an interruption in theconnection 773 and/or receiving a command to activate recoveryservices). Responsive to determining that recovery services are to beactivated, the recovery network 140 may cause the communicationsequipment 713 of the first local carrier to be reconfigured to directcommunication requests to the alternative path equipment 151 asdescribed above. In addition, the recovery network 140 may configure thePCN 120 to divert communication requests directed to entities 760 withinthe service area of the first local carrier 772 to the recovery network140, and may service the incoming communication requests using thesatellite network 150 (or another processing mechanism as determined byinter alia a set of recovery rules) as described above. Alternatively,or in addition, the first local carrier 772 may provide one or morededicated “direct response” communication devices 714, which may providea means by which entities within the PCN 120 may contact the firstmunicipality 771 while the connection 773 is unavailable. The directresponse communication devices 714 may be provided in addition to, or inlieu of, the recovery network 140 servicing all inbound communicationrequests for the first local carrier 772. For example, while theconnection 773 is unavailable, the recovery network 140 may only serviceinbound communication requests directed to the direct response device714, in order to preserve bandwidth on the alternative communicationpath 150. Other communication requests may be backed up (or servicedwithin the PCN 120) as described above.

In some embodiments, the recovery network 140 may provide a generalnumber to contact entities 760 within the municipality. The recoverynetwork 140 may direct communication requests received at this generalnumber to the communications equipment 151. The gateway 118 (or othercommunication equipment 717) may prompt the requester to provideadditional information regarding the end-point of the request (e.g., thenumber of the entity 760 the caller wishes to reach). Using thisinformation, the gateway 118 or communications equipment 717 may directthe request to the local carrier 772, which may connect the request tothe appropriate entity 760. The communication request may then beserviced using the alternative communication path 150 and recoverynetwork 140.

The operation of the recovery network 140 may be configured usingrecovery rules, which, as described above, may determine how particularcommunication requests (both inbound and outbound) are processed. Forexample, recovery rules may specify that all emergency calls (e.g., 911calls) are to be recorded by the recovery network 140. In anotherexample, recovery rules may specify which of a plurality of PSAPs 726 inthe PCN 120 are to be assigned to handle which outbound communicationrequests.

In some embodiments, the system 701 may comprise a selective router 728,which may be configured to manage communication requests directed to aplurality of different PSAPs 726 in the PCN 120; the selective router728 may select a PSAP 726 to handle each incoming PSAP communicationrequest (e.g., each 911 call). The selection may be based upon a set ofrouting rules implemented by the selective router 728, such as rulesbased on proximity (e.g., as determined by ALI metadata accompanying thecommunication request), PSAP availability, and so on. In someembodiments, the recovery network 140 may be configured to directcommunication requests to the selective router 728 as opposed to aparticular PSAP 726. The redirection may comprise the recovery network140 emulating a member of an emergency services network. Accordingly,the recovery network 140 may comprise an emergency services number (ESN)and may interact with the selective router 728 and/or PSAP(s) 726 asanother PSAP (e.g., the recovery network 140 may emulate a PSAP).

Alternatively, or in addition, the recovery network 140 may compriserecovery rules that emulate the operation of the selective router 728.The recovery rules may, for example, comprise rules for selecting whichof a plurality of PSAPs 726 should be used to service a particularcommunication request according to various selection factors, such asproximity, availability, and the like. These rules may be implementedwhen the PCN 120 does not include a selective router 728, when therecovery network 140 detects that the selective router 728 isunavailable, and/or the recovery network 140 is not communicativelycoupled to the selective router 728.

Although the systems 700 and 701 show a satellite alternativecommunication path 150, the disclosure is not limited in this regard andcould be extended to include any number and/or types of alternativecommunication paths. Moreover, although FIG. 7B depicts the first localcarrier 772, the second local carrier 776 of FIG. 7A could includesimilar components to communicatively couple the second local carrier776 to the recovery network 140.

FIG. 8 depicts one embodiment of a system 800 comprising a recoverynetwork 140. In the FIG. 8 example, a PSAP 826 (or other emergencyservices provider) may be communicatively coupled to the PCN 120 via aconnection 827. The connection 827 may comprise one or more backhaul,landline, fiber optic, wireless, or other connections. The PSAP 826 mayinclude one or more receiving stations 829, which may be used to respondto inbound communication requests. When inbound communication requestsare received, the receiving station 829 may be configured to accessmetadata related to the request, such as Automatic Number Identification(ANI), Automatic Location Identification (ALI), caller identification(CID), or the like. The metadata may be accessed from a data source inthe PCN 120, such as data source 870.

The PSAP 826 may be communicatively coupled to the recovery network 140via an alternative communication path, such as the satellitecommunication path 150. Accordingly, the PSAP 826 may include asatellite interface 116 and gateway 118, which, as described above, mayprovide an alternative communication path by which the PSAP 826 maycommunicate with entities within the PCN 120. The gateway 118 may becoupled to the communications equipment of the PSAP 826 tocommunicatively couple the PSAP 826 to the PCN 120 when the PCNconnection 827 is unavailable. In addition to servicing communicationrequests directed to the PSAP 826 using the satellite network 150 (orother mechanism), the recovery network 140 may be configured to providethe PSAP 826 with metadata related to the communication requests, suchas ANI and/or ALI metadata. In some embodiments, the recovery network140 may obtain metadata associated with communication requests directedto the PSAP 826, and include the metadata with the communicationrequests. Alternatively, or in addition, the PSAP 826 may make outboundrequests for metadata using the alternative communication path 150; forexample, the recovery network 140 may provide an IP connection to thedata source 870 (via the alternative communication path 150), which maybe used by the PSAP 826 to obtain metadata related to incomingcommunication requests. In some embodiments, the recovery network 140may provide some metadata with incoming communication requests, andother metadata items may be obtained by the PSAP 826 via the alternativecommunication path 150. Accordingly, in some embodiments, the gateway118 (and/or other communications equipment) may be coupled to theexisting communication equipment 713 of the PSAP 826 to deliver bothcommunication requests and associated metadata. Accordingly, the gateway118 may be configured to emulate a Centralized Automated MessageAccounting (CAMA) trunk or other standard interface. Alternatively, orin addition, the gateway 118 may comprise and/or be coupled a conversionmodule configured to convert data to/from CAMA or other suitable format.

The recovery network 140 may include one or more recovery rulesspecifying the metadata to obtain for and/or include with communicationrequests directed to the PSAP 826. In accordance with the recoveryrules, when the recovery network 140 receives communication requestsdirected to the PSAP 826, the recovery network 140 may obtain metadata(ANI and/or ALI) associated therewith (using a data source, such as thedata source 870), and provide the metadata to the PSAP 826 via thesatellite network 150. The metadata obtained for a particularcommunication request may be provided “in-line” with the communicationrequest and/or on a separate channel multiplexed therewith to beextracted by the gateway 118. The mechanism(s) by which the metadata isto be provided by the recovery network 140 may be determined by thecommunication protocol of the communication request and/or according tothe preferences of the PSAP 826 (as defined by the recovery rulesdiscussed above). For example, ALI metadata identifying the location ofan emergency services caller may be provided to the PSAP 826 as aseparate data stream or element, which may be communicated separatelyfrom the communication request data (e.g., multiplexed and/or packetizedseparately from the communication request data). The gateway 118 may beconfigured to de-multiplex (or otherwise extract) the metadata fromcommunication request data, and to route the data accordingly. Forexample, the gateway 118 may route ALI metadata to the receiving station829, while the communication request data (voice data) is routed to thecommunication equipment 713. Other types of metadata, such ANI metadata,may be included with the communication request itself. In someembodiments, the gateway 118 (or other equipment) may emulate a CAMAtrunk (or other communication interface) capable of providingcommunication requests with associated metadata to the existingcommunication equipment 713 of the PSAP 826. Alternatively, or inaddition, the gateway 118 may provide a communications channel (e.g., IPconnection) whereby the PSAP 826 may request communication requestmetadata from data sources within the PCN 120 (e.g., to access datasource 870 using the communications equipment 713 and/or receivingstation 829).

Although FIG. 8 describes ANI and ALI metadata, the disclosure is notlimited in this regard and could be extended to include any form and/ortype of metadata known in the art (e.g., CID, region identification,language identification, etc.). Moreover, although FIG. 8 includes aPSAP 826, the recovery network 140 may be configured to provide metadatato any entity or organization, such as local carriers, long distancecarriers, business organizations, other emergency services organizations(e.g., hospitals, police stations, fire departments, etc.), disaster orother public information services such as 2-1-1, 3-1-1, 6-1-1, etc.,calling services, marketing organizations, and so on.

In some embodiments, an organization may include a number of differentcommunication networks, including, but not limited to: such voicecommunication networks (e.g., a PBX, phone system, dedicatedcommunication lines, etc.), data networks, such as IP networks, and thelike. The recovery network disclosed herein may leverage these differentnetworks to provide recovery and/or backup services. For example,computing devices coupled to an organization's IP network may implementa recovery application. Using the recovery application, the devices maybe used to handle incoming communication requests, initiating outboundcommunication requests, accessing backed-up communication, configuringthe recovery network (e.g., managing recovery rules of theorganization), pushing availability information to the recovery network,communicate with other (non IP-enabled) devices within the organization,and so on.

FIG. 9A is a block diagram of another embodiment of a system 900 forproviding seamless communications recovery and backup services. In theFIG. 9A example, the organization 110 includes a voice communicationnetwork comprising the PBX 113 and telephone terminals 114. Theorganization 110 further comprises an IP-network 980, which may include,but is not limited to: a wired IP network (e.g., Ethernet), a wirelessIP network (e.g., IEEE 802.11), a WiMAX network, a cellular datanetwork, BLUETOOTH® network, or the like. The IP network 980 supportsIP-enabled devices 982, which may include, but are not limited to:computing devices, such as notebook computers, desktop computers, tabletcomputing devices, slate devices, or the like, smart phones, servers(e.g., web servers, databases, etc.), data storage devices, and so on.The IP-enabled devices 982 may be coupled to the IP network 119 usingrespective wired and/or wireless connections to infrastructurecomponents of the IP-network 980, such as routers, hubs, switches,wireless access points, or the like.

In some embodiments, the gateway 118 is communicatively coupled to theIP network 980. For example, and as discussed above, the gateway 118 maybe coupled to the IP network 119 via the PBX 113 to provide IPnetworking services when the connection 122 to the PCN 120 isunavailable. The gateway 118 may be connected to the IP network 119 invarious ways. For example, the gateway 118 may comprise a wired and/orwireless link to the IP network 119 (e.g., may be wired to a switch ofthe IP network 119). In some embodiments, the gateway 118 comprises arouter, access point, and/or switch, with which IP-enabled devices 982may communicate. Although the disclosure describes several examples forintegrating the gateway 118 with the IP network 980, the disclosure isnot limited in this regard, and could be adapted to integrate thegateway 118 using any suitable networking technique. Moreover, althoughthe disclosure uses an IP network 119 as an example, the teachings ofthe disclosure are not limited to IP networks, and could be adapted touse any suitable networking technology and/or protocol.

In some embodiments, the IP-enabled devices 982 and/or 989 areconfigured for use with the recovery network 140. For example, anIP-enabled device 982 may implement an application (e.g., recoveryapplication 990) that allows the device 982 to perform recovery and/orbackup operations, manage the gateway 118, manage the recovery network140, communicate with other devices within the organization 110,communicate with entities 130 in the PCN 120, and so on.

The recovery application 990 may operate on IP-enabled devices 982within the organization 110 as well as external IP-enabled devices 989that are located outside of the organization 110 (e.g., in the PCN 120).An external IP-enabled device 989 may be communicatively coupled to therecovery network 140 through the PCN 120 (e.g., via an independentconnection to the Internet). Like the IP-enabled devices 982 within theorganization 110, external IP-enabled devices 989 may be used to handlecommunication requests directed to the organization 110, accessbacked-up communication requests, receive information pushed from therecovery network 140, manage the gateway 118 and/or recovery network140, and so on.

As described above, in some embodiments, the organization 110 mayinclude a plurality of communication links to the PCN 120. In the FIG.9A embodiment, the organization 110 includes a connection 122 to the PCN120 for voice communications (e.g., phone line), along with a separate,independent Internet connection 923. The internet connection 923 mayremain available when the voice-communications connection 122 is down.Therefore, both the gateway 118 and the IP-enabled devices 982 withinthe organization 110 may communicate with the recovery network 140without using the alternative communication path 150 (satellitenetwork). The recovery network 140 may determine that the Internetconnection 923 to the organization 110 is available by activelyinterrogating the connection 923, receiving messages from the IP-enableddevices 982 (e.g., availability indicators, discussed below),communicating with the gateway 118 (via the Internet connection 923), orthe like. The recovery network 140 may service communication requestsusing the Internet connection 923 as an alternative communication path.In addition, the recovery network 140 may communicate with theIP-enabled devices 982 directly via the Internet connection 923. Therecovery network 140 may also communicate with external IP-enableddevices 989 connected to the PCN 120.

In some embodiments, the gateway 118, secondary communication interface(e.g., satellite interface 916), and/or wireless network interface 980are deployed on a mobile platform 917, such as a vehicle. FIG. 9Bdepicts one example of a system 901 for providing communicationsrecovery and/or backup services to an organization 110 using a mobileplatform 917. In the FIG. 9B example, the mobile platform 917 is atruck. In other examples, the mobile platform 917 may comprise anaircraft (e.g., a dirigible), water vessel, train car, or the like. Themobile platform 917 may comprise an alternative communication pathinterface (satellite interface 116), wireless network interface 980,and/or a power source 919. The power source 919 may comprise one or morebatteries, capacitors, generators, or the like. Alternatively, or inaddition, the mobile platform 917 may be capable of accessing existingpower sources.

The gateway 118 and secondary communication interface 116 of the mobileplatform 917 may be used to couple IP-enabled devices 982 to therecovery network 140 (and/or PCN 120), as described above.Alternatively, or in addition, the mobile platform 917 may providecommunication services to the PBX 113 and/or telephones 114 of theorganization 110.

Referring back to FIG. 9A, In some embodiments, the recovery network 140uses IP-enabled devices 982 and/or 989 to service incoming communicationrequests for the organization 110. As described above, when active, therecovery network 140 configures the PCN 120 to forward communicationrequests directed to the organization 110 to the recovery network 140.The recovery network 140 receives incoming communication requests fromentities 130 in the PCN 120, and determines how to handle the requestsusing, inter alia, recovery rules as described above.

In some embodiments, the gateway 118 is configured to use the IP-enableddevices 982 and/or 989 to handle incoming communication requests. Forexample, the recovery network 140 may transmit data pertaining to avoice communication request (incoming phone call) to the gateway 118using an alternative communication path (e.g., satellite network 150,Internet 923, or the like). The gateway 118 receives the data pertainingto the communication request, and transmits the data to an IP-enableddevice 982 using the IP network 980 of the organization 110. The gateway118 may be configured to convert the communication data from a formatused within the PCN 120 into a suitable format for use by the recoveryapplication 990 operating on the IP-enabled device 982 and/or 989 (e.g.,VoIP, SIP, or the like). The recovery application 990 presents thecommunication data using human-machine interface (HMI) components of theIP-enabled device 982 or 989, such as speakers, display components, orthe like. The recovery application 990 receives return communicationdata (e.g., voice, text, data, etc.) through HMI components of theIP-enabled device 982 and/or 989, and provides this data to the gateway118 or recovery network 140. The gateway 118 may convert the data into asuitable format for transmission to the recovery network 140 (andendpoint within the PCN 120). In some embodiments, the data conversionsmay comprise converting voice data into text, text into voice,compressing the data, or the like. Alternatively, or in addition,portions of the conversion functionality described above may beimplemented by an IP-enabled device 982 and/or 989 using the recoveryapplication 990.

The recovery application 990 may be configured to provide additionalmetadata related to incoming communication requests, including, but notlimited to: caller identification, caller announcement, call screening,call waiting, call-related metadata, such as ANI and/or ALI dataobtained form a data source 870, and so on. The recovery application 990may be configured to implement voice-activated call features (e.g.,dialing, voice trees, etc.), call waiting, custom tones/ringtones, andso on.

The IP-enabled devices 982 and/or 989 may use the recovery application990 to make outbound communication requests to entities 130 in the PCN120 and/or other communication devices in the organization 110 (e.g.,telephones 114). Communication requests originating from an IP-enableddevice 982 or 989 may be transmitted to the recovery network 140 via theIP network 119, gateway 118, alternative communication path 150, and/orInternet connection 923. The recovery network 140 receives the request,establishes communication with a designated endpoint within the PCN 120,and services the request as described above. In some embodiments, therecovery application 990 is integrated into a dialing system of theIP-enabled devices 982 and/or 989. For example, the recovery application990 may be configured to initiating calls using the existing a dialerand/or contacts list of a smart phone IP-enabled device 982 or 989.

The recovery application 990 may provide rich access to the recoverynetwork 140, which may include providing access to backed-upcommunication requests, such as voice mail, email, and other datamaintained for the organization 110 by the recovery network 140. In someembodiments, the backed-up communication requests may be converted intoa format suitable for rendering on the IP-enabled device 982 and/or 989.For example, a voice mail message (or other audio communication) may beconverted into an audio file (e.g., mp3 encoded file), that can bedownloaded and/or streamed for rendering on the device 982 or 989.Alternatively, or in addition, audio communication may be converted intotext, which can be displayed on the IP-enabled device 982 or 989 throughthe recovery application 990. Similarly, e-mail messages (or other textcommunication) may be converted from text to audible speech, which maybe rendered on the device 982 or 989 using the recovery application 990.

In some embodiments, the recovery network 140 pushes information to theIP-enabled devices 982 via the recovery application 990. For example,backed-up voice messages, email, and other communication may be pushedto an IP-enabled device 982 automatically. Pushing the communication maycomprise the recovery network 140 transmitting the backed-upcommunications to the IP-enabled device 982 via the IP-network 980. Therecovery application 990 stores the backed-up communications onnon-volatile storage of the IP-enabled device 982 for on-demand access.The recovery application 990 may provide access to the backed-upcommunications stored on the IP-enabled device 982 or within therecovery network 140. Alternatively, or in addition, the recoveryapplication 140 may push a notification to the IP-enabled device thatbacked-up communication requests are available. The notification maycomprise metadata pertaining to the backed-up communication requests(e.g., identify a source of the request, the time the request wasreceived, and so on).

In some embodiments, the recovery network 140 may be used to determinethe status of one of or more of the IP-enabled devices 982 and/or othercommunication devices (e.g., telephones 114) in the organization. Forexample, the recovery application 990 operating on the IP-enableddevices 982 may provide device status information, such as on/off state,“sleep” state, location, etc. The PBX 113 may determine the activity ofone or more telephones 114.

In some embodiments, the recovery network 140 is configured to acquireadditional information from the IP-enabled devices 982, such as videoinformation, photographic information, location information, or thelike. For example, a user may activate a GPS feature of a device 982,and the recovery application 990 may be configured to transmit GPSlocation information to the recovery network 140. In another example, auser may transmit images and/or video through the recovery application990.

In some embodiments, the recovery network 140 may remotely activate oneor more of the IP-enabled devices 982 (or other communication devices114) through the recovery application 990, using dedicated hardware orfirmware (e.g., a wake on LAN interface), and/or another suitablemechanism. The recovery network 140 may remotely activate voice and/orvideo communication capabilities of a communication device (e.g., anIP-enabled device 982) to capture information pertaining to eventsoccurring at a particular location. For example, communicationcapabilities of one or more of the IP-enabled devices 982 may beremotely activated to provide information pertaining to a hostagesituation, a robbery, or other event. Multiple IP-enabled devices 982may be leveraged to capture information pertaining to the event fromdifferent angles and/or locations.

In some embodiments, the remote activation may further compriseconfiguring an IP-enabled device 982 to provide location information,such as GPS coordinates, or the like, as described above. The locationinformation may be used to determine the location of the informationcaptured by the IP-enabled devices 982 and/or determine the locationand/or track the movement of users of the IP-enabled devices 982. Insome embodiments, the recovery application 990 activates an IP-enableddevice 982 “silently,” such that the IP-enabled device 982 is activatedwithout alerting the user or the device.

The recovery network 140 may store and/or forward information receivedfrom the IP-enabled devices 982. For example, location informationand/or video captured by an IP-enabled device 982 may be stored on therecovery network 140, and made available to one or more authorized users(e.g., first responders, administrators, or the like). Alternatively, orin addition, the recovery network 140 may be configured to automaticallydistribute information received from the IP-enabled devices 982 to oneor more recipients via the public communication network 120 and/or oneor more alternative communication paths 150. The distribution mayproceed similarly to the mass notification messages described below.

In some embodiments, the recovery application 990 includes aconfiguration interface whereby users manage the recovery network 140. Auser may access the recovery application 990 to activate/deactivate therecovery network 140, manage the recovery rules of the organization 110,and/or perform other configuration tasks. The recovery application 990may include an authentication mechanism to prevent unauthorized accessto the configuration interface. Configuration changes made through therecovery application 990 may be transmitted to the recovery network 140via the gateway 118 (using an alternative communication path 150).Alternatively, or in addition, the configuration changes may becommunicated directly to the recovery network 140 through theindependent Internet connection 923, a cellular data network, the PCN120, or the like.

The recovery application 990 may also include a configuration interfaceto configure the gateway 118 of the organization 110. The recoveryapplication 990 may be used to configure recovery rules of theorganization 110, activate/deactivate recovery services, managecommunication backup and storage on the recovery network 140, configurea dial plan of the organization 110, manage communication devicescoupled to the gateway 118 and/or recovery network 140, and so on. Inaddition, the recovery application 990 may provide access to diagnosticsand/or monitoring information regarding the recovery network 140, suchas the status of the alternative communication paths (Internetconnection 923, satellite network 150, etc), bandwidth or minutes usedon the alternative communication paths, diagnostics and testing, storagespace usage, and so on.

The recovery application 990 may provide an availability input, throughwhich a user of the application 990 indicates availability to receivecommunication requests and/or backed-up communication from the recoverynetwork 140 and/or gateway 118. When selected, the application 990transmits an availability indicator to the gateway 118 and/or recoverynetwork 140. The recovery network 140 may use the availabilityindicators to determine how to handle incoming communication requests(e.g., forward communication requests to IP-enabled devices 982 fromwhich an availability indicator has been received). The availabilityindicators may provide contact information, which may be used by thegateway 118 and/or recovery network 140 to contact the IP-enabled device982 or 989. The contact information may comprise an IP address, domainname, or other addressing information.

Availability indicators may be used to report the availability status ofother communication devices in the organization 110 (e.g., telephones114) or in the PSN 120. For example, a user may indicate that one ormore telephones 114 of the organization 110 are out of service. Therecovery network 140 may use the availability information to preventincoming communication requests from being forwarded to theout-of-service devices 114.

In some embodiments, the gateway 118 and/or recovery network 140 areconfigured to receive availability information from telephones 114 (orother communication devices). For example, the gateway 118 may provide aDTMF interface. A telephone 114 (or other communication device), mayprovide availability information using the DTMF interface.Alternatively, or in addition, the gateway 118 may monitor thetelephones 114 through the PBX 113 to determine whether the telephones114 are operational, currently busy, or the like. The gateway 118 maymaintain this availability information in one or more availability datastructures (described below) and/or may communicate the availabilityinformation to the recovery network 140 using the PCN 120 or alternativecommunication path 150 or 923.

The recovery network 140 uses the availability indicators to determinehow to handle incoming communication requests for the organization 110.As described above, the recovery network 140 may use the availabilityinformation to determine whether a particular endpoint (e.g., telephone114, IP-enabled device 989, or the like) is available to handle anincoming communication request. The recovery network 140 may use theavailability information to determine whether a particular mechanism forhandling a request is currently available. If the mechanism is notavailable, the recovery network 140 can skip it, rather than making anattempt and waiting for it to time out.

FIG. 10A depicts exemplary availability indicators 1000 and 1001. Theavailability indicators 1000 and/or 1001 may be generated usingcomputer-readable instructions operating on an IP-enabled device (e.g.,IP-enabled devices 982 and/or 989). The availability indicators 1000and/or 1001 may be embodied as a data structure, which may becommunicated using a data communication network (e.g., IP-network 980)and/or stored on a non-transitory computer-readable storage medium, suchas a database, hard disk, or the like.

The availability indicator 1000 includes an identifier 1010, whichidentifies an entity (e.g., “John Doe”) to which the indicator 1000pertains. Alternatively, or in addition, the identifier entry 1010 mayspecify one or more roles associated with the availability indicator,such as “customer service,” “board member,” “COO,” or any other roleidentifier.

The availability indicator 1000 may include one or more contactinformation entries (endpoints entries 1020), each of which may describea respective communication endpoint (e.g., IP-enabled device) withassociated addressing and/or availability information. The availabilityindicator 1000 includes an entry 1020 describing an IP-enabled deviceendpoint. The contact information entry 1020 indicates that anIP-enabled device with the IP address 192.168.0.213 is available toservice communication requests directed to the COO, John Doe. The entry1020 may further include IP routing information, such as a public IPaddress, trace route information, an authentication credential (e.g.,public key), or the like. The contact information entry 1020 mayindicate whether the associated IP-enabled device is currentlyavailable, indicate the last time the contact information was verified,and so on. Alternatively, or in addition, the contact information entry1020 may include a user-provided status indicator, such as “available,”“busy,” “away,” or the like. The availability indicator 1000 may begenerated by a user through an interface of the recovery application 990operating on an IP-enabled device 982 and/or 989.

The indicator 1000 may be used by the gateway 118 and/or recoverynetwork to determine that “John Doe” and/or an entity having the “COO”role can be accessed using an IP-enabled device. The availabilityindicator 1000 and/or contact information entry 1020 may be transmittedfrom an IP-enabled device 982 or 989 using the recovery application 990to the gateway 118 and/or recovery network. The gateway 118 and/orrecovery network 140 may use the availability indicator 1000 to servicecommunication requests directed to John Doe (the entity identified inthe entry 1010 of the availability indicator 1000).

Another exemplary availability indicator 1001 provides availabilityinformation regarding personnel of a particular role (as opposed to aparticular individual). The identifier entry 1011 specifies that theindicator 1011 pertains to “Customer Service” personnel. The endpointentry 1021 indicates that the “Customer Service” personnel areaccessible via an IP-enabled device (at IP address 192.168.0.211).

FIG. 10B depicts an availability indicator 1002 that is adapted toprovide availability information pertaining to a particularcommunication device (e.g., telephone 114 of FIG. 9A). The identifierentry 1012 identifies the communication device using a telephone number,dial plan extension, or other identifier. An endpoint entry 1022specifies the availability of the communication device (available,unavailable, busy, etc.). The availability indicator 1002 may begenerated using an interface of the recovery application 990, through aDTMF interface of the gateway 118 or recovery network 140, or the like.The gateway 118 and/or recovery network 140 may use the availabilityindicator 1002 to avoid attempting to service communication requests tothe identified telephone. A communication request that would normally berouted to a telephone that is unavailable (or is currently busy), can berouted to another endpoint within the organization 110 (or PCN 120).

In some embodiments, an availability indicator may indicate that a firstcommunication device (e.g., an IP-enabled device) is available handlecommunication requests directed to a second, different communicationdevice (e.g., a telephone 114). The availability indicator 1003associates a telephone or phone bank at 801-555-1223 (as identified inby identifier entry 1013) with an IP-enabled device (as identified bythe endpoint entry 1023). Based on the availability indicator 1003, thegateway 118 and/or recovery network 140 may use the IP-enabled device at192.168.0.123 to service communication requests directed to thetelephone 801-555-1223.

Availability indicators, such as the indicators 1000-1003 describedabove, may be used to maintain availability information the organization110. The availability information may be embodied as a data structure(e.g., table or the like) tracking the availability of individualsand/or communication devices of the organization 110. The data structuremay be maintained by the gateway 118, recovery network 140, recoveryapplication 990, or other computing device.

FIG. 10C depicts one example of an availability data structure 1004 thatmay be maintained by the gateway 118 and/or recovery network 140. Anidentifier column 1014 of the data structure 1004 comprises entriesidentifying a particular individuals, roles, and/or communicationdevices of the organization 110. The FIG. 100 example includes an entry1014A for the COO, John Doe, an entry 1014B representing a communicationdevice (e.g., telephone or telephone bank 114), an entry 1014Crepresenting personnel acting in a particular role (“Customer Service”),and so on.

Each identifier entry 1014 is associated with correspondingcommunication endpoint information (endpoint column 1124), to track theavailability of corresponding communication endpoints using real-timeavailability and/or status information obtained from availabilityindicators, such as the indicators 1000 and 1001 described above. In theFIG. 10C example, the endpoint entry 1024A associated with John Doeindicates that the COO can be contacted using an IP-enabled devicehaving an address of 192.168.0.213. The endpoint entry 1024B indicatesthat the communication device at 801-555-1223 (or extension 23) isunavailable. The entry 1024B, however, further identifies an IP-enableddevice that can be used to handle communication requests directed to801-555-1223 (or extension 23). The endpoint entries 1024C indicate thatcustomer service personnel may be reached at a number of differentIP-enabled devices. The gateway 118 and/or recovery network 140 may usethe datastructure 1004 (along with recovery rules) to determine how tohandle incoming communication requests for the organization 110. Forexample, when the gateway 118 or recovery network 140 receives acommunication request directed to a customer service representative, therequest may be serviced using one or more of the IP-enabled devices ofthe entry 1024C. Similarly, the gateway 118 or recovery network 140 mayredirect a communication request intended for an unavailablecommunication device (e.g., telephone 801-555-1223) to anothercommunication endpoint, such as the IP-enabled device identified in theentry 1024B.

As described above, the recovery network and/or gateway 118 use recoveryrules to determine how to handle incoming communication requests for anorganization 110. In some embodiments, the recovery rules of theorganization 110 may be adapted to leverage the availability indicatorsand/or availability data structures described above. FIG. 11 depicts anexemplary set of recovery rules 1130 (similar to the recovery rules 330of FIG. 3B) that have been adapted to use availability information.

The recovery rules 11311-1135 of FIG. 11 may be used to determine how tohandle communication requests directed to a particular communicationdevice of the organization 110 (e.g., a telephone or phone bank 113having the number 801-555-1223). When evaluating the rules 1131-1135,the recovery network 140 may access availability information todetermine which endpoints (if any) associated with the rules 1131-1135are available. For instance, the recovery rule 1131 indicates thatcommunication requests are to be serviced using the Internet as analternative communication path (when the Internet connection isavailable). The rule 1131 also identifies the endpoint of thecommunication request, which is a telephone or phone bank at801-555-1223. The recovery rule 1131 may reference (or link to), anavailability datastructure 1004 that tracks the availability status ofendpoints of the organization 110. If the endpoint(s) associated withthe recovery rule 1131 are unavailable, the recovery network 140 maymove on to the next rule 1132-1135.

The availability datastructure 1104 includes an entry 11138 for theendpoint associated with the recovery rule 1131 (telephone or phone bankat 801-555-1223, x23). As shown in the entry 1123B, the telephoneendpoint (801-555-1223) is unavailable. As such, if the telephoneendpoint were the only endpoint in the entry 1123B, the recovery network140 would move on to the next recovery rule 1132-1135. However, theendpoint entry 1123B indicates that an alternative endpoint is availableto handle the communication request. The entry 1123B indicates thatcommunication requests directed to 801-555-1223 (or extension 23) may behandled by an IP-enabled device at IP address 192.168.0.123. Therecovery network 140 may, therefore, service the communication requestusing the recovery rule 1131. If the IP-enabled device of the entry1123B is not available, the recovery network 140 may attempt to servicethe request using another recovery rule 1132-1134.

The recovery rule 1133 directs the recovery network 140 to servicecommunication requests using an Internet connection to a “CustomerService” endpoint. As described above, availability indicators of FIGS.10A-C may be used to associate a communication endpoint (e.g.,IP-enabled device) with a particular role, such as “Customer Service.”When evaluating the recovery rule 1133, the recovery network 140accesses the entry 1113C associated with the “Customer Service” role,and may service a communication request using any of the endpoints inthe corresponding endpoint entry 1123C.

FIG. 12 is a flow diagram of one embodiment of a method 1200 formaintaining availability information. The method 1200 may be embodied asmachine-executable instructions stored on a non-transitorymachine-readable storage medium, such as a disk, optical storage media,or the like.

At step 1210, the method 1200 starts and is initialized, which maycomprise loading one or more machine-executable instructions,initializing one or more communications interfaces, or the like.

At step 1220, one or more availability indicators are received, eachcomprising an identifier, and the availability status of a particularcommunication endpoint. As described above, the identifier may identifyan individual, role, or particular communication device. Theavailability indicators may be received from an IP-enabled device 982and/or 989 running an instance of the recovery application 990.Alternatively, or in addition, availability indicators may be receivedvia an interface of the gateway 118 or recovery network (via aconfiguration interface accessible via an IP network, via a DTMFinterface, or the like).

At step 1230, the method 1200 aggregates the availability informationinto an availability datastructure. The availability datastructure maybe maintained by the gateway 118, the recovery network 140, or the like.Step 1230 may further comprise publishing the availability informationto authorized personnel of an organization. The publishing may comprisemaking the availability datastructure available on an IP network (e.g.,IP network 980). A recovery application 990 operating on IP-enableddevices 982 and/or 989 may access the published availabilitydatastructure to display the availability status of communicationdevices in the organization, to initiate communication requests to othercommunication endpoints (using real-time availability information), andso on. In addition, the recovery network 140 may access the publishedavailability information to determine how incoming communicationrequests are to be handled.

At step 1240, an incoming communication request directed to theorganization 110 is received. The incoming communication request may bereceived from the public communication network 120, the internalcommunication infrastructure 112 of the organization 110, or the like.

At step 1250, the gateway 118 or recovery network 140 accesses theavailability information maintained and/or published at step 1230 toidentify a suitable communication endpoint to service the request. Step1250 may comprise identifying an IP-enabled device 982 or 989 that isrunning the recovery application 990, and has been identified as beingavailable via one or more of the availability indicators of step 1220.Step 1250 may further comprise determining an alternative communicationpath to service the request, such as the satellite network 150 or thelike.

At step 1260, the communication request is serviced using the identifiedalternative communication path to the identified IP-enabled devicecommunication endpoint.

At step 1270, the flow ends until a next availability indicator orincoming communication request is received.

Referring back to FIG. 9A, the recovery application 990 may configurethe IP-enabled devices 982 and/or 989 to communicate with othercommunication devices in the organization 110 using a “dial plan” orother organizational directory. As used herein, a dial plan refers to anabbreviated number, extension, or other identifier by whichcommunication devices of an organization 110 may be referenced. The dialplan may be stored in the recovery network 140, gateway 118, and/or inone or more of the IP-enabled devices 982 (e.g., in the recoveryapplication 990). Changes made to the dial plan may be publishedthroughout the recovery network 140 and/or PCN 120 (e.g., a change madeto the dial plan at the recovery network 140 may be published to otherdevices associated with the organization 110, such as the gateway 118, asecondary PBX (not shown), IP-enabled devices 982, and so on). The dialplan may be maintained and/or stored separately from the dial plan ofthe PBX 113. In some embodiments, the dial plan of the recovery network140 may be synchronized with the organization's dial plan. An IP-enableddevice 982 may use the recovery application 990 to contact a telephone114 within the organization 110 using the dial plan. The recoveryapplication 990 operating on the IP-enabled device 982 transmits acommunication request to the gateway 118 via the IP-network 980. Thecommunication request may identify the desired endpoint of the requestusing a dial-plan identifier. The gateway 118 receives the communicationrequest and services the request using the communication infrastructure112 of the organization (e.g., the PBX 113). When servicing the request,the gateway 118 provides the dial plan identifier to the PBX 113, whichconnects the request with the appropriate communication device in theorganization 110. Accordingly, the internal communications may notrequire the use of the recovery network 140 and/or the alternativecommunication paths 150 and/or 923. In another example, the gateway 118services a request between IP-enabled devices 982 directly (through theIP network 980), without use of the PBX 113 or other communicationsinfrastructure of the organization 110.

In some embodiments, the gateway 118 comprises and/or is communicativelycoupled to a secondary PBX (not shown) that is configured to act as afail-over for the primary PBX 113. The secondary PBX may implement adial plan, which may mirror the dial plan of the PBX 113 and/or therecovery network 140. For example, the dial plan of the recovery network140 may include devices that the dial plan of the organization 110 doesnot (e.g., devices that are unreachable by the PBX 113, such asIP-enabled devices 982). The secondary PBX may be used to provide phoneservice to the organization 110 in the event that the PBX 113 isunavailable; the secondary PBX may be used to service communicationbetween telephones 114 within the organization 110, between telephones114 and other communication devices (e.g., intercom systems), and so on.Authorized personnel of the organization 110 may configure the secondaryPBX through a configuration interface of the gateway 118, through therecovery application 990, and/or via a configuration interface of therecovery network 140. The configuration options may include, but are notlimited to: configuring recovery rules for the organization 110,managing a dial plan of the organization, configuring communicationdevices of the organization (e.g., intercom systems, etc.), voice mail,phone tree, communication backup, and so on.

The gateway 118 may be configured to provide enhanced communicationservices to “traditional” communication devices, such as “dumb”telephones 114. For example, in some embodiments, the gateway 118provides DTMF signaling interface through which telephones 114 (andother communication devices) may access enhanced functionality, whichmay include, but is not limited to: call forwarding, transfer,conferencing, voicemail, queuing, message broadcasting (e.g., massnotification), and so on. The DTMF interface provided by the gateway 118may be synchronized to a DTMF implemented by the organization 110 (e.g.,by the PBX 113) and/or the DTMF interface of the recovery network 140described above.

The gateway 118 may provide communication services to the organization110 when the internal communication infrastructure 112 of theorganization 110 is unavailable. Referring to system 1300 of FIG. 13A,an organization 110 may typically have one or more backup telephones1314 that are connected to the PCN 120 through a channel bank 1323 andseparate PCN connection 1322, as opposed to the PBX 113 of theorganization 110. The backup telephones 1314 provide service through thePCN 120 in the event of a failure of the PBX 113 (or a loss of powerwithin the organization 110). However, the backup phones 1314 aresubject to failures in the PCN 120, and may require that theorganization 110 subscribe to a monthly carrier-provided analog service.

As shown in system 1301 of FIG. 13B, the backup phones 1314 arecommunicatively coupled to the PBX 113 and/or the gateway 118. Thebackup phones 1314 may use the PBX 113 when available. In the event thePBX 113 and/or PCN 120 is unavailable, the gateway 118 services thebackup phones 1314 (via an analog to digital connection between thegateway 118 and the channel bank 1323). When serviced by the gateway118, the backup phones 1314 may provide communication services usingalternative communication paths, such as the satellite network (throughthe recovery network 140). Accordingly, the backup phones 1314 may beused to service inbound communication requests from entities 130 in thePCN 120 (or within the organization 110) and/or initiate outboundcommunication requests through the recovery network 140 (to entities 130in the PCN 120 or within the organization 110), even when the connection122 to the PCN 120 is unavailable.

Referring back to FIG. 9A, the gateway 118 may be further configured toservice communication between IP-enabled devices 982 and/or 989. Asdescribed above, the gateway 118 and/or recovery network 140 maymaintain availability information identifying IP-enabled devices 982and/or 989 that are available to service communication requests. Theavailability information may also identify the user of the recoveryapplication 990 (by identity, role, or the like). The recovery network140 may also maintain availability information pertaining to othercommunication devices, such as analog phones 114, the PBX 113, or thelike. The availability information maintained by the gateway 118 and/orrecovery network may publish the availability information to theIP-enabled devices 982 and/or 989, which may use the information toinitiate communication between IP-enabled devices 982 and/or 989. Insome embodiments, the recovery application 990 may provide an interfacefor displaying real-time availability information (e.g., thedatastructure 1004 of FIG. 10C). The interface may be used to displayavailability information of IP-enabled devices 982 and/or 989 as well asother communication devices in the organization 110. The interface mayalso be used to initiate communication with other communication devices.

The recovery network 140 and/or gateway 118 may be configured tobroadcast messages to various communication devices. Broadcast messages(or “mass notification messages”) may be sent to/from communicationdevices inside the communication infrastructure 112 of the organization110 as well as external communication devices accessible within the PCN120 (e.g., entities 130, IP-enabled device 989, phone 119, and so on).As used herein, a “broadcast message” or a “mass notification message”refers to any message data (e.g., voice, text, video, multimedia, etc.),that is to be disseminated to one or more recipients using the recoverynetwork 140 and/or gateway 118.

In one example, the gateway 118 receives a mass notification message tobe broadcast to one or more recipients. The recipients may be identifiedin using distribution information associated with the mass notificationmessage (e.g., in a distribution list or the like). The distributioninformation identifies the intended recipients of a mass notificationmessage, and may specify how the mass notification message is to bedisseminated to the identified recipients (e.g., as text, video, audio,etc.). The distribution information may specify that the massnotification message is to be published on an information portal on theInternet (or an internal network, such as the IP network 980). A massnotification message may be published using third-party services, suchas TWITTER™, a blog, or the like. The gateway 118 may broadcast themessage to communication endpoints within the communicationinfrastructure 112 of the organization 110 (e.g., telephones 114,IP-enabled devices 982, and so on), as well as to recipients outside ofthe organization 110. To reach external recipients, the gateway 118transmits the mass notification message (and associated distributioninformation) to the recovery network 140 via the PCN 120 (if available)and/or an alternative communication path, such as the satellite network150. The recovery network 140 distributes the message to recipientsaccessible via the PCN 120 (or other alternative communication paths)according the distribution information.

In another example, a sender outside of the communication infrastructure112 of the organization 110 uses the recovery network 140 to disseminatea mass notification message to recipients within the organization 110.The recovery network 140 receives the mass notification message via thePCN 120 (or via one or more alternative communication paths). Therecovery network 140 authenticates the identity of the sender, andverifies that the sender is authorized to issue mass notificationmessages to the recipients identified in distribution informationassociated with the message. If one or more recipients cannot be reachedvia the PCN 120, the recovery network 140 transmits the massnotification message to the gateway 118 via an alternative communicationpath (e.g., satellite network 150). The gateway 118 receives the massnotification message and associated distribution information, anddisseminates the message using the communication infrastructure 112 ofthe organization 110 (e.g., the IP network 980, PBX 113, or the like).The gateway 118 may return delivery confirmation information to therecovery network 140. If the gateway 118 was unable to disseminate themass notification message to one or more of the recipients, the recoverynetwork 140 may attempt to deliver the message using the PCN 120 oranother, alternative communication path according to the recovery rules(and priority information), availability information, and so on.

The gateway 118 and/or recovery network 140 may distribute a massnotification message using any number of different communicationmechanisms and in any number of different formats including, but notlimited to: SMS text message, voice message, email, audio, video,IP-data (e.g., to an IP-enabled device running the recovery application990), or the like. The gateway 118 and/or recovery network 140 maydistribute mass notification messages to different types ofcommunication endpoints including, but not limited to: telephones,wireless phones, smart phones, messaging devices, pagers, IP-enableddevices (e.g., computing devices), and the like. These devices may havevarying capabilities; for example, a telephone 114 may not be capable ofpresenting video data. When disseminating a mass notification message,the gateway 118 and/or recovery network 140 are configured to convertthe mass notification message data into a suitable format for therecipient device. The gateway 118 and/or recovery network 140 may beconfigured to perform message conversions to conserve limited bandwidthresources. For example, a video message being disseminated to recipientsusing an alternative communication path (e.g., satellite network 150)may be converted to text or audio to avoid consuming excessive bandwidthduring a recovery scenario. Similarly, particular users may specify thatthey prefer to receive mass notification messages in a particular format(e.g., no video, text only, etc.).

A user may specify who is to receive a mass notification message usingdistribution information, such as a distribution list. A distributionlist may comprise a listing of the recipients that are to receive themass notification message, along with corresponding contact information.

FIG. 14 depicts one example of a distribution list 1400. Thedistribution list 1400 may be generated by computer-readableinstructions operating on a computing device, such as an IP-enableddevice 982 and/or 989. The distribution list 1400 may be embodied as adatastructure on a non-transitory computer-readable medium, such as adisk, database, or the like. The distribution list 1400 may include anidentifier 1410, which may be used to reference the distribution list1400. In the FIG. 14 example, the identifier 1410 indicates that thedistribution list 1400 covers “students and parents” of a school. Thedistribution list 1400 enumerates intended recipients 1420, each ofwhich may be associated with a respective receipt indicator 1422. Thereceipt indicators 1422 may be used to track which recipients havereceived a mass notification message. In some embodiments, therecipients 1420 may be prioritized relative to one another. The priorityinformation may direct the recovery network and/or gateway 118 todisseminate the mass notification message to higher priority recipientsbefore lower priority recipients.

Each intended recipient 1420 may be associated with correspondingcontact information 1430. The contact information of a recipient (e.g.,Aaron Baker), may include a plurality of different communicationendpoints 1432. The endpoints 1432 may be prioritized from a mostpreferred communication endpoint (denoted [1]), to a least preferred(denoted [n]). The contact endpoints 1432 may leverage the real-timeavailability information described above (e.g., using availabilityindicators or the like). For example, the contact information 1432 forAaron Baker may be updated in response to receiving an availabilityindicator from an IP-enabled device.

A described above, the endpoints 1432 may be prioritized according topreferences of the recipient, preferences of the user sending the massnotification message, or other factors. For example, the priority of aparticular endpoint may be based upon a cost metric, whether theendpoint requires the use of an alternative communication path, whetherthe endpoint is capable of confirming receipt of a mass notificationmessage, or the like. Disseminating mass notification messages via an IPnetwork rather than a cellular communication system (e.g., SMS text orvoice communication), may reduce the stress on the cellular networkinfrastructure. The mass notification message may be transmitted usingthe communication endpoints 1432 until it can be confirmed that the massnotification message was received (or the recipient confirms receipt).Upon determining that the mass notification message was received, thereceipt status 1422 associated with the recipient may be updated (from“false” to “true”). In some embodiments, a mass notification message maybe transmitted until a threshold number of recipients respond to themessage. The threshold may be selected by the sender. For example, amass notification may request assistance from one or more persons, andthe mass notification messages may be transmitted until sufficientnumber responses are received.

As described above, the recovery network 140 and/or gateway 118 may beconfigured to communicatively couple an organization 110 to entities 130within the PCN when the PCN connection 122 and/or 923 of theorganization is unavailable. In addition, the recovery network 140and/or gateway may couple organizations to one another independent ofthe PCN 120. FIG. 15 depicts a system 1500 in which the recovery network140 communicatively couples a first location 111A of an organization 110to a second location of the organization 111B independently the PCN 120.

In one example, a communication device, such an IP-enabled device 982A,dials an extension of a telephone 114B in the second location 111B. Theextension may be part of a “dial plan” implemented by the PBX 113A and113B. Portions of the dial plan may be mirrored by the recovery network140 and/or gateways 118A and/or 118B. When the link 112A to the PCN 120is unavailable, the outbound communication request is serviced by thegateway 118A and recovery network 140 via an alternative communicationpath (e.g., satellite network 150 and interface 116A). When theconnection 122B to the PCN 120 of the second location 111B is available,the recovery network 140 routes the communication request to thecommunication infrastructure 112B through the PCN 120 (e.g., to the PBX113B). When the link 122B of the second location 111B is unavailable,the recovery network 140 services the communication request using analternative communication path, such as the satellite network 150 (viainterface 116B), a second satellite network 152, or the like.

The communication request is received by the gateway 118B, which may usethe PBX 113B to service the request. Alternatively, the gateway 118B mayservice the request using an internal or secondary PBX (not shown) orother communication infrastructure 112B, such as the IP network 980B. Insome embodiments, the recovery network 140 and/or gateway 118B mirrorthe configuration of the PBX 113A and 113B, so that the communicationrequest may be made using a dial plan or other organization-specificaddress.

In another example, a user in the second location 111B broadcasts amessage to, inter alia, users located at the first location 111A. Theuser may initiate the broadcast message using a telephone 914B (via aDTMF interface provided by the gateway 118B or secondary PBX), anIP-enabled device 982B (through the recovery application 990), theadministration interface of the gateway 118B, an interface of therecovery network 140, or the like. The gateway 118B receives thebroadcast message and disseminates the message using distributioninformation as described above. If the message is to be broadcast toendpoints in the first location 111B of the organization (and theconnection 122B to the PCN 120 is unavailable), the gateway 118Btransmits the message to the recovery network 140 via an alternativecommunication path (e.g., satellite network 150 or 152). The recoverynetwork 140 disseminates the message to endpoints that are accessible inthe PCN 120. If the connection 122A of the first location 111A isavailable, the recovery network 140 may transmit the message to thegateway 118A. When the connection 112A is unavailable, the recoverynetwork 140 may transmit the message using an alternative communicationpath (e.g., satellite network 150 or 152). The gateway 118A disseminatesthe message to endpoints within the first location 118A as describedabove.

In some embodiments, the gateway 118 and/or recovery network 140maintains distribution information for broadcast message recipients.Distribution information may comprise a table of recipients (identifiedby name or other identifier) along with one or more contact addressesfor the recipients. The contact addresses may include one or moretelephone numbers, cellular phone numbers, email addresses, IP addressesor the like. The contact addresses may be prioritized relative to oneanother. In some embodiments, the prioritization may be determined bythe user sending the mass notification message (e.g., the user mayindicate how the message is to be delivered). Alternatively, or inaddition, contact address priority may be determined automatically,according to one or more prioritization factors, which may include, butare not limited to: a cost factor associated with the contact address(e.g., an SMS messaging rate), whether the contact address can bereached without the use of an alternative communication path, whetherthe contact address is capable of providing message confirmation,responses already received, and so on.

FIG. 16 is a flow diagram of one embodiment of a method 1600 forbroadcasting a mass notification message. At step 1610, the method 1600starts and is initialized, which may comprise loading machine-executableinstructions from a non-transitory machine-readable storage medium,initializing communications interfaces, and so on.

At step 1620, a mass notification message is received. The massnotification message may be received from an IP-enabled device 982 or989 running the recovery application. Alternatively, the massnotification may be received via an interface of the gateway 118 and/orrecovery network 140, such as a DTMF interface, a web interface, or thelike. The mass notification message may comprise message data, which mayinclude text, video, audio, interactive content, or the like.

The mass notification information may also include distributioninformation, such as a distribution list, a reference to a distributionlist, or the like. At step 1630, the method 1600 accesses thedistribution information associated with the mass notification message.The distribution information may include a listing of intendedrecipients and corresponding contact information (e.g., as depicted inFIG. 14). The distribution information may be maintained by the gateway118 and/or recovery network 140 and may include real-time availabilityinformation determined from availability indicators as described above.

At step 1640, the method 1600 determines how to disseminate the massnotification to the intended recipients. Step 1640 may compriseiterating over each recipient in the distribution list and/or segmentingthe distribution list by distribution areas. For example, the recoverynetwork 140 may determine that a first set of recipients are accessiblewithin the communication infrastructure 112 of the organization 110. Adifferent, second set of recipients may be accessible via the PCN 120(or within the communications infrastructure of another organization).The recovery network 140 segments the distribution list into a firstsubset, comprising the first set of recipients, and provides the firstsubset (and the broadcast message itself) to the gateway 118 via analternative communication path, such as the satellite network 150. Thegateway 118 disseminates the message to the first set of recipients asdescribed below, which saves the recovery network 140 from transmittingmultiple copies of the mass notification message to the organization110. The recovery network 140 then disseminates the mass notificationmessage to the remaining recipients as described below.

In some embodiments, the recipients in the distribution list areprioritized relative to one another. If so, the method 1600 transmitsthe mass notification to the higher priority recipients beforetransmitting the mass notification message to lower priority recipients.Moreover, although FIG. 16 shows a single thread of operation, one ofskill in the art would recognize that the method 1600 could beconfigured to transmit messages to multiple recipients concurrentlyusing, inter alia, using a distributed and/or multi-threaded computingsystem.

At step 1650, the method 1600 accesses contact information associatedwith the current recipient to select a communication endpoint to whichthe mass notification message is to be transmitted. As described above,distribution information associated with a mass notification message maycomprise a list of intended recipients along with corresponding contactinformation for each recipient. The contact information may comprise alisting of communication endpoints, which may be ordered by priority(based upon receiver preferences, sender preferences, priority factors,or the like). The contact information may comprise availabilityinformation (from availability indicators), showing the status of thecommunication endpoints and/or identifying IP-enabled devices that areavailable to receive communication from the recovery network 140 and/orgateway 118. At step 1650 the method 1600 selects the highest priorityendpoint (that has not already been tried) and is likely to be availableper the availability information.

At step 1660, the method 1600 transmits the mass notification message tothe selected communication endpoint. The message may be transmittedusing the PCN 120, an alternative communication path (e.g., satellitenetwork 150), or the like. In some embodiments, step 1660 comprisestransmitting a mass notification message to a plurality of recipients(in a batch) to reduce the bandwidth required for dissemination of themass notification message. For example, the recovery network 140 maysend a single message over an alternative communication path (e.g.,satellite network 150) to be disseminated to a first set of recipientsin the organization 110. The gateway 118 receives the message, anddisseminates the message using the communication infrastructure 112 ofthe organization 110 (e.g., IP network 980, PBX 113, and so on). Step1660 may comprise converting message data into a format suitable for aparticular communication endpoint. The conversion may be based uponcapabilities of the communication endpoint (e.g., converting a videomessage to audio only for transmitting to a traditional telephone), maybe based on receiver preferences, may be based upon bandwidth and/orcost considerations, or the like.

At step 1670, the method 1600 determines whether the message wassuccessfully disseminated to the communication endpoint. Step 1670 maycomprise verifying that the message was received by the communicationendpoint, was received by network infrastructure associated with thecommunication endpoint (e.g., email server, SMS text service, etc.), orthe like. In some embodiments, step 1670 may comprise receiving averification that the message was received by the communication endpointand/or has been accessed by the recipient. If the communication endpointwas unable to receive the message (due to unavailability or the like),the flow returns to step 1650 where the mass notification message istransmitted to another communication endpoint of the recipient (ifavailable). The method 1600 may continue transmitting the massnotification message (to various different communication endpoints),until receipt can be verified and/or all the communication endpoints ofthe recipient are exhausted. Alternatively, or in addition, the method1600 may continue transmitting the message to one or more of thecommunication endpoints until the endpoint becomes available (e.g.,until a “busy” telephone becomes available). If at step 1670, receipt ofthe mass notification message is verified, the flow continues to step1680.

In some embodiments, step 1670 comprises the gateway 118 transmittingverification information to the recovery network 140 over an alternativecommunication path. The verification information may identify which of aplurality of communication endpoints received the mass notificationmessage. The recovery network 140 may use the verification informationto determine which recipients within the organization 110 received themessage (rather than receiving individual verification messages over thealternative communication path). The recovery network 140 uses theverification information to identify recipients that were not reached bythe gateway 118; and may attempt to disseminate the mass notificationmessage to the identified recipients using alternative communicationendpoints (e.g., in the PCN 120, another organization or the like).

At step 1680, if additional recipients remain in the distribution list,the flow continues at step 1640, where the method 1600 transmits themass notification message to the next recipient; otherwise, the flowends at step 1690.

The above description provides numerous specific details for a thoroughunderstanding of the embodiments described herein. However, those ofskill in the art will recognize that one or more of the specific detailsmay be omitted, or other methods, components, or materials may be used.In some cases, operations are not shown or described in detail.

Furthermore, the described features, operations, or characteristics maybe combined in any suitable manner in one or more embodiments. It willalso be readily understood that the order of the steps or actions of themethods described in connection with the embodiments disclosed may bechanged. Thus, any order in the drawings or Detailed Description is forillustrative purposes only and is not meant to imply a required order,unless specified to require an order.

Embodiments may include various steps, which may be embodied inmachine-executable instructions to be executed by a general-purpose orspecial-purpose computer (or other electronic device). Alternatively,the steps may be performed by hardware components that include specificlogic for performing the steps, or by a combination of hardware,software, and/or firmware.

Embodiments may also be provided as a computer program product,including a computer-readable medium having stored instructions thereonthat may be used to program a computer (or other electronic device) toperform processes described herein. The computer-readable medium mayinclude, but is not limited to: hard drives, floppy diskettes, opticaldiscs, CD-ROMs, DVD-ROMs, ROMs, RAMs, EPROMs, EEPROMs, magnetic oroptical cards, solid-state memory devices, or other types ofmedia/machine-readable medium suitable for storing electronicinstructions.

As used herein, a software module or component may include any type ofcomputer instruction or computer executable code located within a memorydevice and/or transmitted as electronic signals over a system bus orwired or wireless network. A software module may, for instance, includeone or more physical or logical blocks of computer instructions, whichmay be organized as a routine, program, object, component, datastructure, etc., that perform one or more tasks or implements particularabstract data types.

In certain embodiments, a particular software module may includedisparate instructions stored in different locations of a memory device,which together implement the described functionality of the module.Indeed, a module may include a single instruction or many instructions,and may be distributed over several different code segments, amongdifferent programs, and across several memory devices. Some embodimentsmay be practiced in a distributed computing environment where tasks areperformed by a remote processing device linked through a communicationsnetwork. In a distributed computing environment, software modules may belocated in local and/or remote memory storage devices. In addition, databeing tied or rendered together in a database record may be resident inthe same memory device, or across several memory devices, and may belinked together in fields of a record in a database across a network.

It will be understood by those having skill in the art that many changesmay be made to the details of the above-described embodiments withoutdeparting from the underlying principles of this disclosure.

What is claimed is:
 1. A recovery network to provide communicationservices for an organization having an internal network coupled to apublic communication network through one or more primary communicationpaths, the recovery network comprising: an alternative communicationpath configured to couple the internal network of the organization tothe public communication network, wherein the alternative communicationpath communicatively couples the internal network to the publiccommunication network independent of the one or more primarycommunication paths coupling the internal network to the publiccommunication network; and a soft switch configured to associateendpoint devices with respective users, each endpoint device configuredfor communication through two or more communication paths, including thealternative communication path and one or more of the primarycommunication paths, wherein the soft switch is configured to maintainavailability indicators pertaining to the endpoint devices, theavailability indicator of an endpoint device designating communicationpaths, of the two or more communication paths of the endpoint device,through which the endpoint device is available; wherein the soft switchis further configured to service a communication request directed to anintended recipient by, accessing the availability indicators maintainedin the data store to identify an endpoint device associated with theintended recipient and to select a communication path of the two or moredesignated communication paths of the identified endpoint device, andservicing the communication request using the identified communicationendpoint device and the selected communication path.
 2. The recoverynetwork of claim 1, wherein the alternative communication path comprisesone of a satellite network and a wireless network.
 3. The recoverynetwork of claim 1, wherein the alternative communication path couplesan Internet protocol (IP) network of the organization to the publiccommunication network.
 4. The recovery network of claim 3, wherein thesoft switch receives availability indicators from IP-enabled endpointdevices communicatively coupled to the soft switch through thealternative communication path.
 5. The recovery network of claim 1,wherein the soft switch is configured to receive an availabilityindicator from a particular endpoint device, the availability indicatorcomprising one of a user identifier and a role, and wherein the softswitch associates the particular endpoint device with one of the useridentifier and the role.
 6. The recovery network of claim 1, wherein thesoft switch is configured to access recovery rules that define aplurality of endpoint devices associated with the intended recipient,wherein the soft switch is configured to select a first one of theendpoint devices associated with the intended recipient based upon theavailability indicators maintained in the data store and to service thecommunication request using the first endpoint device.
 7. The recoverynetwork of claim 6, wherein the soft switch is configured to select asecond one of the plurality of endpoint devices associated with theintended recipient in response to a failure in servicing thecommunication request using the first endpoint device, wherein the firstand the second endpoint devices are selected based upon a respectivepriority of the plurality of endpoint devices associated with theintended recipient in the accessed recovery rules.
 8. The recoverynetwork of claim 1, wherein the soft switch is configured to receive anavailability indicator from a recovery application operating a computingdevice communicatively coupled to one of the public communicationnetwork and the internal network of the organization.
 9. The recoverynetwork of claim 1, wherein the communication request comprises a massnotification message directed to a plurality of intended recipients, andwherein the soft switch is configured to identify endpoint devicesassociated with the intended recipients using the availabilityindicators maintained in the data store and to transmit the massnotification message to each of the identified endpoint devices.
 10. Therecovery network of claim 9, wherein the soft switch is configured toreceive a confirmation message indicating that an intended recipientreceived the mass notification message, and wherein the soft switchcontinues transmitting mass notification messages to the identifiedendpoint devices until a confirmation message is received from athreshold number of the intended recipients.
 11. The recovery network ofclaim 9, wherein the soft switch is configured to identify a pluralityof endpoint devices associated with a particular user of the of theintended recipients, and wherein the soft switch transmits the massnotification message to one or more of the plurality of endpoint devicesuntil receiving a confirmation message from the particular user.
 12. Amethod for providing communication services to an organization having aninternal network coupled to a public communication network through oneor more primary communication paths, the method comprising: recordingavailability data pertaining to endpoint devices, wherein theavailability data of an endpoint device is configured to associate theendpoint device with a user and to specify two or more communicationpaths for use with the endpoint device, the two or more communicationpaths including one or more primary communication paths configured tocouple the internal network of the organization to the publiccommunication network and an alternative communication path that isindependent of the one or more primary communication paths; receiving acommunication request directed to an intended recipient; identifying anendpoint device to service the communication request using the recordedavailability data; selecting a communication path of the two or morecommunication paths specified for the identified endpoint device by useof the recorded availability data; and servicing the communicationrequest using the identified endpoint device through the selectedcommunication path.
 13. The method of claim 12, wherein the availabilitydata associate endpoint devices with respective users by one or more ofa user identifier and a role, and wherein the endpoint device for thecommunication request is identified by matching the intended recipientwith one of the user identifier and role associated with an endpointdevice recorded in the availability data.
 14. The method of claim 13,wherein the intended recipient of the communication request isassociated with a plurality of endpoint devices, the method furthercomprising: selecting one of the plurality of endpoint devices based onthe recorded availability data and a relative priority of the pluralityof endpoint devices; and servicing the communication request using theselected endpoint device.
 15. The method of claim 12, wherein thecommunication request comprises a mass notification message directed toa plurality of intended recipients, the method further comprising:identifying a plurality of endpoint devices using the recordedavailability data, each endpoint device associated with an intendedrecipient of the mass notification message; and transmitting the massnotification message to the plurality of identified endpoint devices.16. The method of claim 15, further comprising: receiving a confirmationmessage indicating that an intended recipient received the massnotification message; and continuing to transmit the mass notificationmessage to one or more of the plurality of identified endpoint devicesuntil a confirmation message is received from a threshold number of theintended recipients.
 17. The method of claim 15, further comprising:identifying a plurality of endpoint devices associated with one of theintended recipients of the mass notification message; and transmittingthe mass notification message to one or more of the plurality ofendpoint devices until receiving a confirmation message indicating thatthe one intended recipient has received the mass notification message.18. A non-transitory computer-readable storage medium comprisinginstructions to cause a computing device to perform a method forproviding communication services to an organization, the organizationcomprising an internal network in communication with a publiccommunication network via one or more primary communication paths, themethod comprising: recording availability data pertaining to endpointdevices in a data store in response to availability indicators from theendpoint devices, each availability indicator corresponding to arespective endpoint device, specifying an associated user, andindicating availability of the endpoint device through two or morecommunication paths designated for the endpoint device, the two or morecommunication paths including one or more of the primary communicationpaths and an alternative communication path, independent of the one ormore of primary communication paths; receiving a communication requestvia the public communication network directed to an intended recipient;identifying an communication endpoint to service the communicationrequest using the recorded availability data; selecting a communicationpath of the two or more communication paths designated for theidentified endpoint device using the recorded availability data; andservicing the communication request using the identified communicationendpoint and selected communication path.
 19. The non-transitorycomputer-readable storage medium of claim 18, wherein the communicationrequest comprises a mass notification message directed to a plurality ofintended recipients, the method further comprising: identifying aplurality of communication endpoints using the recorded availabilitydata, each communication endpoint associated with an intended recipientof the mass notification message; transmitting the mass notificationmessage to the plurality of communication endpoints; receivingconfirmation messages indicating that intended recipients received themass notification message; and continuing to transmit the massnotification message to the plurality of communication endpoints untilreceiving a threshold number of confirmation messages.
 20. Thenon-transitory computer-readable storage medium of claim 19, wherein afirst subset of the plurality of communication endpoints arecommunicatively coupled to the public communication network and a secondsubset of the plurality of communication endpoints are notcommunicatively coupled to the public communication network, the methodfurther comprising: transmitting the mass notification message to thefirst subset of communication endpoints using the public communicationnetwork; and transmitting the mass notification message to the secondsubset of communication endpoints using the alternative communicationpath.